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Findings show significant differences in the Reliability, Responsiveness, and Assurance dimensions, while Assurance and Empathy show no significant gap. Limitations include data collection from Punjab’s capital city and focus only on public higher education institutions.",{"@graph":14,"@context":73},[15,34,56],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/document/","Document",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/document/research-report/","Research & Report",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/document/difference-between-expectations-and-perceptions-of-students-regarding-service-quality-of-public-sector-heis/595908/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/difference-between-expectations-and-perceptions-of-students-regarding-service-quality-of-public-sector-heis/595908.png","ImageObject",300,407,{"name":42,"@type":43},"Anna Hans","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/pdf","2026-11-03","2026-10-15",true,{"@type":52,"interactionType":53,"userInteractionCount":55},"InteractionCounter",{"@type":54},"ViewAction",7,{"@type":57,"mainEntity":58},"FAQPage",[59,65,69],{"name":60,"@type":61,"acceptedAnswer":62},"What is the main objective of the study?","Question",{"text":63,"@type":64},"To identify the gap between student expectations and their perceptions of service quality in public higher education institutions in Lahore, Pakistan.","Answer",{"name":66,"@type":61,"acceptedAnswer":67},"Which research method is used to explore the expectation–perception gap?",{"text":68,"@type":64},"A paired sample t-test is used to examine differences between expectations and perceptions.",{"name":70,"@type":61,"acceptedAnswer":71},"Which service quality dimensions show significant differences?",{"text":72,"@type":64},"Differences are reported for Reliability, Responsiveness, and Assurance. 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Paired sample t-test was used to explore the gap between expectation and perception of the students of the higher education of the public institutions of Lahore. Stratified random sampling technique was used to collect the data from the students. The results indicated that there were differences between the expectations and perceptions of the students which relate to Reliability, Responsiveness and Assurance dimension. There was no significant difference between the expectations and perceptions of the students towards service quality of higher education public institutions of Lahore, Pakistan in terms of Assurance and Empathy. Research limitations: The data was only collected from the capital city of the province of Punjab. Moreover, the study focused only on higher education public institutions. The research methodology of this study is different from all the other studies which were conducted on this topic. In this study, we have focused to find the problem that students may face in service quality in higher education public institutions.  \nKeywords: Service quality, Expectations, Perceptions  \n*  \nLecturer, COMSATS University, Sahiwal  \n**Institute of Business Administration, University of the Punjab, Lahore, Pakistan.  \nE-mail: [fawadali94@hotmail.com](fawadali94@hotmail.com)  \n*** PhD Scholar, Hailey College of Commerce,University ofthe Punjab, Lahore, Pakistan  \nIntroduction  \nThis paper consists of five parts; the first part is Introduction, second part relates to Literature Review, third part explains Methodology, fourth part describes the Results and findings of the study, last part is designed to conclude the study and the last sixth part explains limitations of our research.  \nChange and innovation have been in demand since the inception of human life. But this concept has gained much strength in this century. Especially, globalization has appeared to push this concept and the need for perfection and efficiency has arisen. These changes and developments have affected the lives of people in every aspect; even the educational sector could not escape this revolution. The twenty-first century dawns with a sure promise to be a century of information technology and educational explosion.  \nEducation service field has a critical part in the service sector, as it prepares the professionals to work in all other fields. Development of societies is possible with high education is a far known concept. But with the passage of time, the emphasis on education is increasing in the world. Therefore, the quality of education has gained much importance. Dursun, Oskaybas, and Gokmen (2013) considering the importance of quality education as playing a vital role in the development of the country.  \nQuality, Service and Service Quality  \nService quality has drawn the attention of researchers as well as practitioners in all the disciplines including education. The underlying reason behind its importance is the increased performance when seen from the point of quality. An increased focus on quality enhances the level of productivity and minimizes the costs of a business. Quality is a relative term; every customer might have a different criterion for defining quality (Deming, 1982) . According to Crosby,“Quality is the conformance to requirements”, clearly stated how quality can be measured. According to Juran, quality is “fitness for use”.(Suarez, 1992) . Pakistan Standards and Quality Control Authority define quality as “conformity to a given requirement or specification of a product or service”. According to the American Society for Quality (ASQC) \"Quality is the totali","cbCaipkuJ5e3z0GS","https://ap.wps.com/l/cbCaipkuJ5e3z0GS","pdf",522999,16,"English","# Introduction\n# Quality, Service and Service Quality\n# Expectations and Perceptions in Service Quality\n# Research Methodology\n# Results and Findings\n# Conclusion and Limitations","[{\"question\":\"What is the main objective of the study?\",\"answer\":\"To identify the gap between student expectations and their perceptions of service quality in public higher education institutions in Lahore, Pakistan.\"},{\"question\":\"Which research method is used to explore the expectation–perception gap?\",\"answer\":\"A paired sample t-test is used to examine differences between expectations and perceptions.\"},{\"question\":\"Which service quality dimensions show significant differences?\",\"answer\":\"Differences are reported for Reliability, Responsiveness, and Assurance. Assurance and Empathy do not show significant differences.\"}]","Difference between Expectations and Perceptions of Students regarding Service Quality of Public sector HEIs | PDF",1792082094]