IMPACT OF HIGHER EDUCATION SERVICE QUALITY ON STUDENT SATISFACTION: STUDY OF HIGHER EDUCATION PROVIDING INSTITUTES IN KARACHI

Abstract

Purpose The purpose ofthis study is to explore the effect ofservice quality on student’s satisfaction. Methodology & Design The method used in this study is quantitative and explanatory. The sample size ofthe study is 305 and final sample size is 294. A questionnaire was distributed among the students and data was collected accordingly. Findings The findings of the study indicate that two dimensions of service quality have significant impact upon customer satisfaction and they are learning experience and placement. Other dimensions such as faculty, support services, image of the institution and faculty does not have significant impact upon student satisfaction. Limitations The study has the problem of common method bias as data was collected from one group of people at one time. The future researchers can overcome by adopting multi source multi time method I Recommendations This study recommends that other aspects of service quality in universities should be undertaken for future studies and the group of people or respondents should be increased so that a more vibrant view of the subject could be formed.