The Impact of Service Quality on Students’ Satisfaction in Higher Education Institutes of Punjab

Abstract

In today’s competitive environment the education has not only become a major industry and need of the day but it is also an investment by the parents for their children. In public as well as in private sector the quality of education is an important factor that is considered for attracting and retaining the students who want to get higher education. The objective of this research is to analyze the impact of different quality services on student satisfaction in higher educational institutes of a big division of Punjab province of Pakistan. Both public and private sector institutes are included in this study. Data were collected from 240 students of business courses either enrolled in master program or graduation program in provincially chartered universities of the Gujranwala region. Sample comprised of both male and female students in equal ratio. The results show that students are overall satisfied with services of Tangibility, Assurance, Reliability and Empathy but not much satisfied with parking facilities, computer labs, cafeteria services, complaint handling system. Recommendation and implications for policy makers are discussed and guidelines for future research are also provided.