Service Quality and Student Engagement in Higher Education

Abstract

The interdisciplinary research aims to investigate the perception of students about perceived service quality and measure the individual effect of each of the six factors of service quality on student engagement. The study was quantitative in nature and cross-sectional survey design was used in the paradigm of positivism. The researchers used the cluster sampling technique and sample comprised of 500 students from six public universities of Lahore. Descriptive and inferential statistics were to find out the factors of satisfying and dissatisfying in higher education through six dimensions of quality services (infrastructure, teachers teaching, academic planning, campus life, leadership, quality management).