Abstract
Service quality management plays its vital role for the enhancement of students’ satisfaction. This
current research paper aims to explore the concepts of service quality management dimensions and
its effect on students’ satisfaction. In this study, the dependent variable was students’ satisfaction
which was measured by the independent variable service quality. The secondary school students of
public and private education institutions were the population of this study in Punjab, Pakistan.
Random sampling approach applied for the delimitation of the population. Sample was
727 students (public 345, private 382). Five point Likert scale was used in the questionnaire for the
collection of data. This study adopted from Parasuraman’S SERVEQUAL dimensions model
(1991). Findings of the study show that the quality of the public secondary schools was better as
compared to private school. This paper provides the guidance to sort out the most effective factors
about the customers’ satisfaction regarding service quality.
Muhammad Naveed Jabbar, Maleeha Ashraf, Muhammad Aamir Hashmi. (2019) Comparison between Public and Private Secondary Schools regarding Service Quality Management and its Effect on Students’ Satisfaction in Pakistan, Bulletin of Education & Research, Volume 41, Issue 2.
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