The Affect of Customer Service Quality on Overall Students Satisfaction: A Study on the Four Major Forces Administered Universities (NUST, BU, AU, NDU)

Abstract

In this consistently developing competitive higher educational outlook, understanding the affect of general customer service quality on students' fulfillment and reliability is the key to standout in the sector. Measuring perceptions among the students of the four major forces administered universities i.e. National University of Sciences and Technology (NUST), National Defense University (NDU), Bahria University (BU) and Air University (AU) is a yet to be explored dimension. The main purpose of this study is to fathom the impact of effective customer service quality on overall student satisfaction among the students of the aforementioned institutes. The information is to be organized through closed-ended questionnaires, taking into account the responses from 200-300 respondents of the diverse previously mentioned audience. Ordinary least square regression and panel regression are to be run in order to formulate a descriptive analysis pertaining to this study. The study aims to affirm the impact of elements of customer service quality through a modified SERVQUAL model. Moreover, the satisfaction of students implies students’ citizenship and the students’ loyalty towards the respective institute.