The Impact of Service Quality on Students' Satisfaction in Higher Education Institutes of Punjab
The Impact of Service Quality on Students' Satisfaction in Higher Education Institutes of Punjab
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旁遮普高等教育机构服务质量对学生满意度的影响
DOI：
10.5296/jmr.v2i2.418
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发表时间：
2010
影响因子：
--
通讯作者：
Ali Usman
中科院分区：
文献类型：
--
作者：
Ali Usman
在当今竞争激烈的环境中，教育不仅成为一个主要的产业和需求，而且也是父母对孩子的投资。在公共和私营部门，教育质量是吸引和留住希望接受高等教育的学生的一个重要因素。本研究旨在分析巴基斯坦旁遮普省高等教育机构不同质量服务对学生满意度的影响。公共和私营部门的研究机构都包括在这项研究中。数据收集自240名就读于古杰兰瓦拉地区省级特许大学的硕士课程或毕业课程的学生。样本由男女学生组成，男女比例相等。结果表明，学生对有形性、保证性、可靠性和移情性服务总体满意，但对停车设施、计算机实验室、食堂服务、投诉处理系统不太满意。建议和政策制定者的影响进行了讨论，并为未来的研究提供了指导方针。
In today’s competitive environment the education has not only become a major industry and need of the day but it is also an investment by the parents for their children. In public as well as in private sector the quality of education is an important factor that is considered for attracting and retaining the students who want to get higher education. The objective of this research is to analyze the impact of different quality services on student satisfaction in higher educational institutes of a big division of Punjab province of Pakistan. Both public and private sector institutes are included in this study. Data were collected from 240 students of business courses either enrolled in master program or graduation program in provincially chartered universities of the Gujranwala region. Sample comprised of both male and female students in equal ratio. The results show that students are overall satisfied with services of Tangibility, Assurance, Reliability and Empathy but not much satisfied with parking facilities, computer labs, cafeteria services, complaint handling system. Recommendation and implications for policy makers are discussed and guidelines for future research are also provided.