MEASUREMENT OF SERVICE QUALITY GAP IN THE SELECTED PRIVATE UNIVERSITIES/INSTITUTES OF PESHAWAR USING SERVQUAL MODEL

Abstract

This paper measures the service quality of private higher education sector of Peshawar,
Pakistan with the help of famous SERVQUAL model. Quantitative approach adopted
for measuring service quality by allocating 205 instruments among the students of three
private universities and institutions of Peshawar. Data collected and analyzed through
SPSS and revealed that student's expectations are higher than their perceived service
quality in education sector. We got negative signs for all the servqual dimensions. The
difference of the perceived and expected mean found to be -0.97. The highest split means
for “responsiveness” which is -1.1 and the lowest is -0.748 for assurance.