Assessment of Service Quality in Public Secondary Schools of Punjab Based on ServQual Quality Determinants

Abstract

Purpose: Service quality is very much neglected thing in the government sector schools as the government monitoring bodies as well as the school management only focus on improving “education quality”. So, there is need to assess the gap between student’s satisfaction and schools management performance about the overall service quality provided in the institutions and identify the strong areas to maintain and weak areas to improve the service quality.

Methodology: Survey based quantitative research approach was used to empirically test the theoretical framework. Primary data was collected from a sample of 100 students based in Okara, Punjab, Pakistan. A structured questionnaire is designed comprising formal, objective, valid and unbiased questions to collect the data. Statistical methods are used for data analysis to refine results and finding conclusions.

Results: The results reveal that the most satisfied factors or in other words school strengths are the ‘reliability’ (accuracy of service) and ‘assurance’ (competence of teachers) factors. And weak areas are tangibles and empathy with a sufficient focus on responsiveness (library staff response).

Originality and value: The study is unique for and highly value adding in a way that it has empirically tested the generalizability of ServQual quality determinants theory. In addition, it has also revealed the role of school management to improve their service performance and enhancing students’ satisfaction. Furthermore, this study will serve as foundational study for further researches in this concern.

Research Implications: This research focus on the service quality determinants therefore, specific education quality is not covered. The respondents are the public sector schools’ students so the results could differ if the same research is conducted for the private sector schools’ students. In addition, the government can take initiatives in order to enhance the service quality at government schools by facilitating infrastructural and service quality aspects support.

Keywords: Service Quality, ServQual, Education Quality, Secondary Schools, Education, Public Schools, Government Schools, Students Satisfaction