A Comparative Study of Service Quality and Student Satisfaction of Public and Private sector Business Schools of Lahore
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Date
2016
Authors
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Journal ISSN
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Publisher
UMT.Lahore
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.