DETERMINING THE STUDENTS SATISFACTION AT PRIVATE BUSINESS INSTITUTIONS: APPLICATION OF SERVPERF MODEL

Abstract

Purpose Main purpose of my research is to determine the Students satisfaction at private business institutions and to find out the impact of each independent variable on dependent variable, we are going to apply SERVPERF model of service quality and to better understand the service quality in private business institutions and examining how students satisfy with the quality of services which they received from SERVPERF model by (Cronin J. J, & Taylor, 1994). After that private business institutions can improve its services and meet at higher level of Students satisfaction. Methodology/Sample Male and female students both are part of this research of private business institutions of Karachi. 400 survey questionnaire were distributed to the students of three private business institutions out of 400 questionnaires, 330 questionnaires were responded back from which 30 were not reflected the appropriate and authentic data. Data of the study was processed on SPSS. After data entry and data transformation, in order understand an impact of dependent variable and independent variables, reliability test, regression and correlation test were applied. Findings The findings exhibits that reliability and assurance component of service has the significant impact on student satisfaction. Further it is concluded that tangible, empathy and responsiveness components of service has weak relationship with student satisfaction. Practical Implications Some of the essential recommendations are addressed as well to enhance the service quality in private business institutions.