A Comparative Study of Service Quality and Student Satisfaction of Public and Private sector Business Schools of Lahore
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Date
2016
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Publisher
University of Management and Technology
Abstract
Major intention of this research thesis was to study the influence of service quality on satisfaction of students in business schools of Lahore, Pakistan. Second aim of this research was to check the difference between satisfaction level of students among public sector university student and private universities students.
To fulfill these objectives this research use quantitative research strategy, in which data was collected through self-administrative questionnaire. After going through the cleaning process, data was analyzed by using statistical techniques, i.e. regression, mean comparison, etc.
Research model was found significant as the significance value is lesser than .05 and it has ability to predict the students satisfaction. R2 is 0.51 which shows that 51 % of the variation in student satisfaction is being explained by this model. Academic and non-academic aspects of service quality in higher education were identified as important quality indicators. Academic aspects like teacher’s expertise and their interest in their subject also influence the satisfaction of student.
Interestingly the results of this research are bit clashing with the theoretical perspective. Non-academic aspect of the service quality got the lowest score, which means students are least concerned with the administrative staff’s support. Access to resource persona and the resources got the highest score. Non-Academic Aspect of service quality got the lowest score that is .476 it indicates that students are least concerned with administrative staff support. Followed by the academic aspect of the service quality that have positive relationship student satisfaction and it is explaining almost 94%. That show students are concerned with what they are being taught in classes.
Description
Supervised by: Dr. Atif Hassan
Keywords
Satisfaction level of students, Academic and non-academic aspects of service quality, MS Thesis