تلخیص
The aim of the present study is to find the gap between expectations and perceptions of students
regarding the service quality of higher education public institutions of Lahore, Pakistan. Paired
sample t-test was used to explore the gap between expectation and perception of the students of the
higher education of the public institutions of Lahore. Stratified random sampling technique was
used to collect the data from the students. The results indicated that there were differences between
the expectations and perceptions of the students which relate to Reliability, Responsiveness and
Assurance dimension. There was no significant difference between the expectations and
perceptions of the students towards service quality of higher education public institutions of
Lahore, Pakistan in terms of Assurance and Empathy. Research limitations: The data was only
collected from the capital city of the province of Punjab. Moreover, the study focused only on
higher education public institutions. The research methodology of this study is different from all
the other studies which were conducted on this topic. In this study, we have focused to find the
problem that students may face in service quality in higher education public institutions.
Hafiz Yasir Ali, Hafiz Fawad Ali, Muhammad Bilal Ahmad. (2019) Difference between Expectations and Perceptions of Students regarding Service Quality of Public sector HEIs, Bulletin of Education & Research, Volume 41, Issue 1.
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