MANAGING SERVICE QUALITY IN HIGHER EDUCATION OF PAKISTAN: A PRAGMATIC MODEL FOR STUDENTS SATISFACTION (Empirical evidence to inform Public Policy)

Abstract

In higher education, the key resource for the achievement of institutional objectives is the enhancement of high-quality education and the highest level of student satisfaction. Quality assurance cultivates a successful education system in the country. Thus, this study observed the impact of “service quality dimensions on university student’s satisfaction through the framework of “HedPERF (higher education performance)”. The sample was purposively drawn from 300 university students of Karachi, and the data were analyzed by using “structural equation modelling (SEM)”. Additionally, significant associations were found between service quality dimensions and the satisfaction of students. The discussed findings embrace the implications for HEIs and practitioners of quality management.