Rethinking Quality

This conceptual and literature-based study rethinks quality assurance in technical education by proposing the evaluation of teaching-learning effectiveness through a modified SERVQUAL framework. Focusing on Punjab's state technical universities it conceptualizes education as a service process and explores stakeholder perceptions-students as external and teachers as internal customers. The study draws entirely from secondary sources and theory identifying key service quality dimensions-reliability responsiveness assurance empathy and tangibility-as vital to educational effectiveness. It reviews existing literature on teaching-learning quality stakeholder satisfaction digital learning and institutional practices particularly in the post-COVID and NEP 2020 context. The book develops a theoretical model for assessing teaching-learning quality offering a scholarly base for future empirical research. It advocates a student-centered service-oriented approach to enhance quality assurance in India's technical higher education landscape.