2025, Vol. 6, Issue 2, Part Q
Assessing service quality in higher education institutions through the servqual model: An analysis of students’ expectations and perceptions
Author(s): Navpreet Kaur and Rajni Saluja
Abstract: In today’s globalized world, the quality of higher education is a key factor in determining a nation’s competitiveness. The primary goal of the education sector is to enhance students’ learning and knowledge by delivering high-quality services. This research paper aims to evaluate perceptions and expectations of the students towards service quality in higher education institutions using the SERVQUAL Model. The present study is descriptive and analytical in nature. Multi stage sampling technique was adopted for selecting higher education institutions in Punjab. Six districts from three regions of Punjab were selected on basis of highest literacy rate. From Malwa region, districts Mohali and Ludhiana, from Majha region, districts Pathankot and Amritsar, from Doaba region districts Jalandhar and Hoshairpur are selected for having highest literacy rate in respective regions. The study targeted only those students who are in the final year students of undergraduate and postgraduate courses of higher education institutions of in the selected districts. For selection of sample of students purposive or judgmental sampling is adopted. Sample size for the study is 600 students. Descriptive statistics such as mean and standard deviation and for hypothesis testing t-rest is applied. The study concluded that there is a significant difference between perception and expectation of students for all dimensions of service quality- tangibility, reliability, responsiveness, assurance and empathy. The study recommended that regular SERVQUAL-based surveys to assess gaps between student expectations and perceptions should be conducted.
DOI: 10.22271/27084515.2025.v6.i2q.878
Pages: 1533-1538 | Views: 124 | Downloads: 80
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How to cite this article:
Navpreet Kaur, Rajni Saluja. Assessing service quality in higher education institutions through the servqual model: An analysis of students’ expectations and perceptions. Asian J Manage Commerce 2025;6(2):1533-1538. DOI: 10.22271/27084515.2025.v6.i2q.878
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