SERVQUAL reborn: Does Faculty Members Quality Approach Fosters Academic Performance? (Case of Eight Local Higher Education Institutes)

Waheed Ullah


This article describes the impact of three dimensions of SERVQUAL (Service Quality) approach on Academic Performance in Higher Education Institutions. These dimensions are termed as Quality Management Practices (QMP).The methodology consists of a convenience sampling technique and adopted questionnaires were distributed among 400 respondents, including (faculty members, students, and management/admin staff) of eight universities in Khyber Pakhtunkhwa province. Descriptive and inferential statistics (Chi-square, Pearson correlation, and ANOVA) are used. The results are statistically acceptable in terms of reliability and validity. In case of faculty members and students; the strongest service quality dimension is Reliability, having an overall acceptance level of (74%, 70%), followed by Tangibility (78%, 62%), and Responsiveness (72%, 62%) respectively. Despite, faculty members still need extensive efforts to improve SERVQUALs QMP mechanism. Recommendations and Implications are highlighted for Higher Education Institutions, and further research discussions are suggested.

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