The effect of service quality upon students’ satisfaction in universities of Lahore
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Date
2017
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Publisher
University of Management and Technolog
Abstract
The interdisciplinary MPhil research aims to investigate the perception of students about perceived service quality and measure the individual effect of each of the six factors of service quality on student satisfaction. The study was quantitative in nature and cross sectional survey design was used in the paradigm of positivism. The researcher used the cluster sampling technique and study sample comprised 750 students from sixpublic universities of Lahore. Descriptive and inferential statistics were to find out the factors of satisfying and dissatisfying in higher education through six dimensions of quality services (tangibles, teachers teaching, academic planning, campus life, leadership, quality management). The data was collected using close ended questionnaire and subjected to different statistical analyses. The findings of the research indicated that students are satisfied with perceived services except tangibles, leadership and quality of management. The service quality factors were rated from highest to lowest, campus life, teacher & teaching, academic planning, tangible, leadership, quality management. Management of these universities should handle strategically problems related teaching and learning process and they should always listen to their student’s complains. It is suggested that leadership of these universities need to change for getting student satisfaction and quality enhancement. Practically, this study enables the management of these universities to identify the strength and weaknesses and make necessary improvement to increase student’s satisfaction. This study helps to other universities to improve service quality and students to make wiser choices. It contributes original block of knowledge in the fields of Education and Quality Management.
Description
Supervised by: Dr. Seema Arif
Keywords
Higher Education, Service Quality, Student Satisfaction, Perceived Service Quality, Public University, M.Phil