Comparison between Public and Private Secondary Schools - Service Quality Management and Its Effect on Students’ Satisfaction in Pakistan

Oct 15, 2026

Service quality management plays a vital role in enhancing students’ satisfaction. This research paper examines the service quality management dimensions and their effect on students’ satisfaction, using students’ satisfaction as the dependent variable measured through service quality. The study focuses on secondary school students in Punjab, Pakistan, with a random sampling approach and a total sample of 727 students (public 345, private 382). Data were collected using a five-point Likert scale questionnaire based on SERVQUAL (1991).

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages14

Reading Time35 min

AccessFree to download

Introduction

Service Quality

Concept of Satisfaction

Abstract

Keywords

Comparison between Public and Private Secondary Schools regarding Service Quality Management and its Effect on Students’ Satisfaction in Pakistan Muhammad Naveed Jabbar *, Muhammad Aamir Hashmi** and Maleeha Ashraf *** Abstract Service quality management plays its vital role for the enhancement of students’ satisfaction. This current research paper aims to explore the concepts of service quality management dimensions and its effect on students’ satisfaction. In this study, the dependent variable was students’ satisfaction which was measured by the independent variable service quality. The secondary school students of public and private education institutions were the population of this study in Punjab, Pakistan. Random sampling approach applied for the delimitation of the population. Sample was 727 students (public 345, private 382) . Five point Likert scale was used in the questionnaire for the collection of data. This study adopted from Parasuraman’S SERVEQUAL dimensions model (1991) . Findings of the study show that the quality of the public secondary schools was better as compared to private school. This paper provides the guidance to sort out the most effective factors about the customers’ satisfaction regarding service quality. Keywords: SERVQUAL, service quality, students’ satisfaction, secondary school * [Universiti Utara Malaysia. Email: muhammad_naveed_j@ahgs.uum.edu.my](Universiti Utara Malaysia. Email: muhammad_naveed_j@ahgs.uum.edu.my) ** IER, University of the Punjab, Lahore Pakistan. Email: [aamirhashmi.ier@pu.edu.pk](aamirhashmi.ier@pu.edu.pk). *** IOE, University College London, [United Kingdom. Email: maleeha.ashraf.14@ucl.ac.uk](United Kingdom. Email: maleeha.ashraf.14@ucl.ac.uk) Introduction There are several derivatives for the term ‘quality’ including quality assurance, quality control and quality management (Abdous, 2009) . Quality is a central value of any organization that is embedded in its daily operations. The word service has an important value and variety of meaning (Abdullah, 2006), which poses challenges drawing up a generic viewpoint of service quality. Petruzzellis, Uggento and Romanazzi (2006) stated that service tends to be vague and very difficult to evaluate in terms of quality. Crosby, Evans and Cowless (1990) determined that quality management directly relates to customer satisfaction, whereas, Service quality is a more recent concept, but widely accepted and implemented. There are still numerous challenges and disagreements about this relatively new concept. However, Abdullah (2005) argued that Service quality has been linked to increase in profitability and, therefore, considered as a vital approach to ensure a competitive edge over competitors. Education is one of the most crucial factors to strengthen the social and economic situation of a nation and empowering generation with skills and knowledge. Quality education plays its significant role for the development of the nation due to the emergence of global competition in education and technology in 21st century (Awan & Zia, 2015) . The Pakistan National Policy on education thrive to widening the access of education by improving the quality of secondary education through enhancing the enrolment, increasing retention through less dropout rates and enrolled the students for the achievement of national objectives (National Education Policy, 2016).Pakistan is taking the operational steps for the development of education sector. It is said that the education is a fundamental right for all the people throughout the world. Educational organizations are extremely customer sloping service commerce besieged to build up relationship (Sultan and Wong, 2010) . Service industries play a vital role for the economic development. Better quality plays a vital role for the development of education institution (Saeed, 2014).) . The satisfaction of the customers is an important factor for the development of education institution. It ca

FAQs

What is the purpose of the research paper?

The paper aims to explore service quality management dimensions and evaluate their effect on students’ satisfaction in secondary schools.

How is students’ satisfaction measured in the study?

Students’ satisfaction is treated as the dependent variable and measured through the independent variable service quality using a five-point Likert scale questionnaire.

What do the study findings indicate about public and private secondary schools?

The findings show that the quality of public secondary schools is better compared to private schools in terms of students’ satisfaction related to service quality.

Oct 15, 2026

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