Student's Perspective of Service Quality in Higher Learning Institutions; An evidence Based Approach

Abstract

With changing business world service industry has been an area that has drastically changed. Now provision of quality services has been an issue of great significance. Just like other service sectors educational sector is also assessed for the quality of service offered. This paper is aimed to discuss the impact of quality of service on the satisfaction level of students and willingness to put more efforts. It considers five dimensions of service quality (SERVQUAL model) given by Parasuraman et al. (1988), i.e. assurance, empathy, reliability, tangibility and responsiveness. Findings show that there is significant relationship between dimensions of service quality i.e. Reliability, Assurance Responsiveness and Empathy with satisfaction while Tangible was having an insignificant relation with student satisfaction. It was also observed that higher the level of students’ satisfaction greater was their willingness to put great efforts towards their studies.