ASSESSING THE RELATIONSHIP AMONG SERVICE QUALITY DIMENSIONS IN HIGHER EDUCATION INSTITUTION AND STUDENT SATISFACTION BY APPLYING THE SERVQUAL MODEL

Authors

  • Shaista Kamal Khan, Tabassum Azra Siddiqui, Madiha Rais

DOI:

https://doi.org/10.52337/pjer.v4i4.336

Abstract

The aim of the paper is to assessing the relationship among service quality dimensions in higher education institutions and student satisfaction by applying the SERVQUAL model (tangibility, responsiveness, empathy, reliability and assurance). Furthermore examine the major purpose of service quality dimensions in higher education institution of Karachi, Pakistan. The data were collected based on SERVQUAL instrument on LIKERT scale, by distributing from 100 questionnaires to convenient selected undergraduate in higher education institutes of Karachi. The findings show that assurance has substantial impact on student satisfaction and rest of the variables has low impact on dependent variable which is student satisfaction. This research has some limitation the first is the sample size of this study is not that much enormous second limitation is due to short time period this study has not covered all higher education institutes of Pakistan. The quality of education in under developing countries is a serious problem. In order to improve this situation it is necessary to take serious action and capitalize in quality system and tools for upgrading. Especially in Pakistan the education sector is not giving the standard education as per the expectation of the students so, it is important to analyse this serious issue.

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Published

2021-12-31

How to Cite

Shaista Kamal Khan, Tabassum Azra Siddiqui, Madiha Rais. (2021). ASSESSING THE RELATIONSHIP AMONG SERVICE QUALITY DIMENSIONS IN HIGHER EDUCATION INSTITUTION AND STUDENT SATISFACTION BY APPLYING THE SERVQUAL MODEL. Pakistan Journal of Educational Research, 4(4). https://doi.org/10.52337/pjer.v4i4.336