Service Quality Through the Lens of SAP-LAP Methodology: A Case Study

  • Ajay Gupta
  • Rajeev Trehan
  • Surjit Kumar GandhiEmail author
Conference paper
Part of the Lecture Notes on Multidisciplinary Industrial Engineering book series (LNMUINEN)


In the customer-centric marketplace, it is getting increasingly important to add value in services being delivered to customers. The service quality rendered to consumers results in developing loyal customers, which helps to yield enhanced business performance. The present study tries to study the service quality being imparted to stakeholders by a well-established group of technical institutions located in North India established since 2001. This study is carried out through a specific case study tool named as SAP-LAP (Situation-Actor-Process–Learning-Action-Performance) methodology from the stakeholders’ point of view. The analysis brings out six service quality factors, namely, leadership, process management, people management, resource management customer satisfaction, and customization to influence the outcome in terms of placements, reputation, growth, and sustainability of such institutions.


Service quality (SQ) Technical education DSMG model SAP-LAP methodology 


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Copyright information

© Springer Nature Singapore Pte Ltd. 2019

Authors and Affiliations

  • Ajay Gupta
    • 1
  • Rajeev Trehan
    • 1
  • Surjit Kumar Gandhi
    • 1
    Email author
  1. 1.Department of Industrial and Production EngineeringDr. B. R. Ambedkar National Institute of TechnologyJalandharIndia

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