Interdisciplinary Journal of Management Studies

Interdisciplinary Journal of Management Studies

Service Quality and Student Satisfaction: The Moderating Role of University Culture, Reputation and Price in Education Sector of Pakistan

Document Type : Research Paper

Authors
Shahzadi Saleem 1
Kamran Moosa 2
Abeer Imam 3
Rashid Ahmed Khan 1
1 COMSATS Institute of Information Technology, Lahore, Pakistan
2 PIQC Institute of Quality, Lahore, Pakistan
3 Department of Management Sciences, COMSATS Institute of Information Technology, Lahore, Pakistan
10.22059/ijms.2017.217335.672304
Abstract
Service quality is imperative for higher education institutes in order to remain competitive and growing. There is a need to ensure students’ satisfaction with university. This study will help improve service quality of the institutes. Information and data are collected using a survey questionnaire from the higher education institutes of Pakistan using convenience sampling technique. Findings revealed that with the moderating effect of university culture, university reputation and price, higher education institutes can more significantly achieve the student satisfaction. University culture positively strengthens service quality to achieve and sustain student satisfaction, while price and university reputation strengthen the relationship in a negative direction. These moderators are the significant contributing factors.
Keywords
Service quality
Student satisfaction
university reputation
Price
university culture
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Interdisciplinary Journal of Management Studies
Volume 10, Issue 1
Winter 2017
Pages 237-258