Study on service quality and student satisfaction: the competitive dimension of the physical infrastructure of Pakistani universities

Abstract

The present study investigates the implication of critical Service Quality success factors on universities’ students satisfaction level in Pakistan. A wide-ranging survey was conducted for data collection. A well- structured questionnaire was used, and stratified random sampling has been used to select 600 respondents. The universities of Rawalpindi and Islamabad have been selected as sample cases. These universities were further divided into three sectors, i.e., Government,semi-government, and private. 200 respondents were selected from each sector, thus making a total of 600 respondents. This research points to the importance of Service quality of infrastructure in the higher education sector of Pakistan. All the results are significant, and the overall impact of every independent variable is positive on student satisfaction.