IMPACT OF SERVICE QUALITY ON STUDENT SATISFACTION IN HIGHER EDUCATION: A COMPARATIVE STUDY OF PUBLIC AND PRIVATE UNIVERSITIES IN PAKISTAN

Abstract

The study purpose is to examine overall service quality (OSQ) and eight service quality dimensions to analyze their influence on student satisfaction (SS) in a (private and public) educational institution of Pakistan. A quantitative approach opts as a research strategy. The findings explore that OSQ and SS are positively associated with both universities, whereas the influence of OSQ is slightly high in a private university. This study covers only “Faculty of management science” students in Pakistan. Therefore, it might be valuable to acquire different stakeholder’s views like directors, teachers, parents and university administrators later on future studies. This study will grow awareness among higher education experts and will benefit universities with gaining a competitive edge.