Service Quality of Higher Education in Pakistan

Abstract

This paper attempts to evaluate the perceptions and expectations of students in higher education students with regard to service quality. Forming the basis of the empirical investigation, the data was collected from five focus groups using two different service quality measurement instruments: service quality (SERVQUAL), and service performance (SERVPERF). 160 questionnaires were returned out of 200. Confirmatory Factor Analysis (CFA) and Structural Equation Modeling (SEM) were used to analyze the data. The results indicated that SERVQUAL and SERVPERF were both valid and reliable indicators of university service quality in Pakistan and SERVPERF was only significant to student satisfaction.

Keywords

• Service quality
• Satisfaction
• Commitment
• Higher education
• Pakistan