Impact of Service Quality on Customer Satisfaction in Higher Education Institutions

Abstract

Relationships have diverse categories and have different significances and implications. Among different connections existing in this word, there is a very influencing connection that survives between a SURVQUAL model and its importance in service providing sector. This study is carried out on nearly 200 students of Gomal University DIKhan of Pakistan to find out Impact of service quality on customer satisfaction in education sector. We have two variables in this research dependent and independent in dependent there is the customer satisfaction while in independent there is responsiveness, reliability, assurance, Empathy, tangibility The Pearson correlation and regression was applied on data, and results exposed a positive and a significant relationship between the variables. This study found is significant relationship between the tangibility and assurance as the sample population of the study considers them important for improvement of service quality in universities. Hence, it is not only the bookish knowledge to which the students of the education institutions pay attention, rather there are also other factors on which student take more care before making a decision for enrolment in any university.