Abstract
Owing to the stiff competition, Universities can get a sustainable
competitive advantage by focusing on quality rather than quantity. This
paper aims to investigate the students’ perspective about the provision of
quality services and instilling the role of higher education policies for a
sustainable outcome. In this regard, a bundle of academic and
administrative services is used as precursors, students’ satisfaction as a
mediating variable, students’ loyalty as the outcome variable, and higher
education policies as the controlling variable. For data collection
purposes, students (N= 300) studying in public and private sector
universities of Lahore, were approached in their educational jurisdiction
with the formal approval of relevant university administration. W A
Confirmatory Factor Analysis was carried out for validity concerns and
regression analysis to determine the proposed relationship among
selected variables. The findings revealed that the bundle of quality
services provided by universities have a significant positive contribution
in enhancing the students' satisfaction level influencing their loyalty to
the university. Most specifically, higher education policies are proved as
a controlling factor to improve the quality of service provision by Higher
Education Institutes
Shabnam Khan, Nadia Nasir, Shumaila Naz. (2020) Examining Students' Perception about Service Quality: A case of Higher Education Sector of Lahore, Pakistan, Journal of Behavioural Sciences, Volume-30, Issue-2.
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