Transformative reforms for enhanced service quality in Indian higher education: A multi-stakeholder approach to integrate SDG-4 and NEP-2020 goals

Abstract

This study addresses the critical gaps in integrating global Sustainable Development Goal 4 (SDG-4) with India’s National Education Policy 2020 (NEP-2020) to enhance service quality in higher education, using Chhattisgarh State as a strategic case study representative of India’s socio-economic diversity. Employing a mixed-methods sequential explanatory design, 500 stakeholders were surveyed, and 30 semi-structured interviews were conducted across 10 institutions in Chhattisgarh. Multiple regression analysis revealed that reliability, assurance, and responsiveness significantly predict stakeholder satisfaction, while tangible infrastructure inadequacy emerged as the primary constraint. Urban institutions significantly outperformed rural counterparts across all service quality dimensions, with pronounced digital access disparities threatening equitable policy implementation. Thematic analysis identified critical gaps between expectations and execution, governance rigidities, and insufficient multi-stakeholder collaboration mechanisms. The study proposes an evidence-based Multi-Stakeholder Integration Model emphasizing collaborative governance structures, phased implementation roadmaps, targeted infrastructure investments, and systematic capacity building. Findings demonstrate that authentic stakeholder participation accelerates innovation adoption and enhances institutional agility. This study advances integrated policy implementation research while providing institutional leaders, policymakers, and industry partners with actionable frameworks for strengthening academia-industry collaboration. The findings offer replicable strategies for enhancing graduate employability and industry relevance, which are central concerns for developing nations transitioning to knowledge economies.