Service Quality of Higher Education in Pursuance of Corporate Entrepreneurship: A Pakistan Based Study

Abstract

This quantitative, investigation was to explore mediating impact of corporate entrepreneurship on the relationship between emotional intelligence, conflict management styles, leadership styles and service quality of Higher Education if rating provided by faculty as an internal customer. In this study, multi-stage cluster sampling technique applied for the selection of sample whereas Smart-PLS was used for testing the hypothesis which measures the direct and indirect effect between the dependent and independent variables. Structured questionnaires were used for data collection which comprised of 5 points Likert scale. The findings proved partial mediation to CE between the relationship of CM, EI and SQHE. On the other hand, full mediation proved to CE between the relationship between LS and the SQHE. Research suggests that faculty and staff training programs, workshops to improve service quality would change the customer perception. The research also proposes the need to allow room for entrepreneurial activities, develop entrepreneurial principles, opportunities, and encourage entrepreneurial contribution towards improving SQHE.