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 used 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). The data was collected
using a close-ended questionnaire and subjected to different statistical analyses. The findings of the research
indicated that students were satisfied with perceived services except infrastructure and quality of management. Management of these universities should handle strategically problems related teaching and learning
process and they should always listen to their students complains. Practically, this study enables the management of these universities to identify the strength and weaknesses and make necessary improvements to
increase student’s satisfaction. This study helps to other universities to improve service quality and students
to make wiser choices.
Safia Iqbal, Amna Zikria. (2022) Service Quality and Student Engagement in Higher Education, Journal of Education & Social Sciences, volume 10, issue 1.
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