Service quality benchmarking framework for higher education institutions

Abstract

Indian Higher Education Institutions must respond to NEP 2020 reforms and Industry 5.0 by producing employable graduates and fostering innovation-focused partnerships. However, service quality is measured using fragmented, input-based traditional indicators. This study develops and validates a governance-oriented benchmarking framework that translates national policy priorities into outcome-based service quality metrics for academia–industry collaboration. Using a sequential explanatory mixed-methods approach, the research combines a PRISMA-guided review of 101 studies, expert interviews (n = 35), and a nationwide survey of students, faculty, and industry representatives (N = 430). Factor analyses identify eight service quality dimensions with strong reliability and validity, while structural equation modelling accounts for 78% of variance in stakeholder satisfaction. Industry collaboration, sustainability, student employability, and digital integration are the most influential drivers. The framework specifies 32 Key Performance Indicators mapped to NEP 2020 clauses and NAAC criteria, covering research output, technology transfer success, graduate employability outcomes, and collaboration sustainability. This study offers a practical, theoretically grounded tool for institutional leaders and industry partners to monitor performance, align incentives, and co-design partnerships, supporting scalable policy implementation and quality improvement in Industry 5.0-oriented higher education. It provides a replicable Service Quality Benchmarking Framework for Higher Education across similar developing nations.