Abstract
The research study aimed to investigate the level of service quality and
its relationship with student’s satisfaction in public and private sector
universities of KPK. The research population comprise of 22
universities (12 public sectors and 10 private sectors).The sample was
650 students of both private and public sector universities and all the
respondents have been randomly selected. The questionnaires were
tested for reliability and validity and predicted desired results. The
service quality of both sectors universities was measured on the basis
of student responses. Correlation, regression and T-test have been used
in the analysis of the research. The t-test results reported significance
mean difference of service quality i.e tangibility dimension, assurance,
administrative responses and empathy dimension of service quality
show significance difference in public and private sector universities.
The reliability dimension of service quality showing insignificance
mean difference in both public and private sector universities. The
results demonstrate strength for public sector universities for their
tangibility and assurance and private sector universities showing
strength in their responses services and empathy dimension. The
research predicts positive relationship of service quality all dimensions
with student’s satisfaction. The originality of work of this research
work holds a lot of academic and organizational value.
Samina Gul, Shahid Jan. (2017) Investigating Service Quality and Students Satisfaction in Public and Private Sector Universities of KPK , Journal of Managerial Sciences, Volume 11, Issue 3.
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