Does Service Quality Dimensions Matter for Customer Satisfaction? Evidence from Higher Education Institutes

Abstract

Purpose of present to examines the role service quality dimensions for customer satisfaction of higher universities/Institutes of Sindh, Pakistan. Data gathered via adopted questionnaire from previous studies and convenience sampling strategy is applied. Total 200 customers were requested with help of HR officers at their respective universities/Institutes.  Findings revealed all service quality dimensions have shown significant and positive effect including Reliability, Responsiveness, Assurance, Empathy and Tangibility on customer satisfaction in context of higher education institutes Sindh, Pakistan. However, the empathy has higher beta value that determine the higher importance with respect to others variables. The Higher Education Institutes policy makers should consider these variables into future policies for better market shares of higher education institutes Sindh, Pakistan