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Using a self-developed SERVQUAL-based instrument, the study sampled 144 university students in Gujrat, Punjab, Pakistan via two-stage random sampling. Questionnaire data were used to evaluate expectations and perceptions across five service-quality dimensions: responsiveness, assurance, tangibles, empathy, and reliability. Results indicate gaps in all dimensions, with expectations exceeding perceptions, and recommend university-wide improvements.",{"@graph":69,"@context":122},[70,84,105],{"@type":71,"itemListElement":72},"BreadcrumbList",[73,77,79,82],{"item":74,"name":75,"@type":76,"position":8},"https://docshare.wps.com","Home","ListItem",{"item":78,"name":9,"@type":76,"position":14},"https://docshare.wps.com/document/",{"item":80,"name":40,"@type":76,"position":81},"https://docshare.wps.com/document/research-report/",3,{"item":83,"name":65,"@type":76,"position":19},"https://docshare.wps.com/document/identification-of-gaps-in-service-quality-in-higher-education/595832/",{"url":83,"name":65,"@type":85,"image":86,"author":91,"headline":65,"publisher":94,"fileFormat":97,"inLanguage":63,"description":67,"dateModified":98,"datePublished":99,"encodingFormat":97,"isAccessibleForFree":100,"interactionStatistic":101},"DigitalDocument",{"url":87,"@type":88,"width":89,"height":90},"https://docshare.wps.com/thumbnails/identification-of-gaps-in-service-quality-in-higher-education/595832.png","ImageObject",300,407,{"name":92,"@type":93},"Fans","Person",{"url":74,"name":95,"@type":96},"DocShare","Organization","application/pdf","2026-10-29","2026-10-15",true,{"@type":102,"interactionType":103,"userInteractionCount":24},"InteractionCounter",{"@type":104},"ViewAction",{"@type":106,"mainEntity":107},"FAQPage",[108,114,118],{"name":109,"@type":110,"acceptedAnswer":111},"What does “gap” mean in this study?","Question",{"text":112,"@type":113},"Gap refers to the difference between perception and expectation. Identifying the gap helps bridge differences and improve service quality.","Answer",{"name":115,"@type":110,"acceptedAnswer":116},"How was service quality measured?",{"text":117,"@type":113},"The study used a self-developed instrument aligned with SERVQUAL and collected questionnaire data to capture expectations and perceptions across five dimensions.",{"name":119,"@type":110,"acceptedAnswer":120},"What were the key findings about the service quality gaps?",{"text":121,"@type":113},"Gaps were found in all five dimensions, and students’ expectations exceeded their perceptions, indicating room for improvement.","https://schema.org",{"og:url":83,"og:type":124,"og:title":65,"og:site_name":95,"og:description":67},"article",{"robots":126,"canonical":83},"index,follow",{"doc_id":128,"site_id":62},595832,1793150518,{"code":4,"msg":5,"data":131},{"doc_id":128,"user_id":132,"nickname":92,"user_avatar":133,"doc_module":4,"category_id":39,"category_name":40,"doc_title":65,"doc_description":67,"doc_content":134,"file_id":135,"file_url":136,"file_type":137,"file_size":138,"view_count":24,"is_deleted":4,"is_public":8,"is_downloadable":8,"audit_status":8,"page_count":139,"language":140,"language_code":63,"site_id":62,"html_lang":63,"table_of_contents":141,"faqs":142,"seo_title":143,"seo_description":67,"update_tm":144,"read_time":41,"preview_page_count":4},5909892330395,"https://ap-avatar.wpscdn.com/davatar_6f874abed73319feea01a86fa6f0fab8","Identification of Gaps in Service Quality in Higher Education  \nMuhammad Saleem *, Abid Hussain Ch. ** and Saghir Ahmad***  \nAbstract  \nGap means difference between perception and expectation. Identification of gap provides an opportunity to bridge it and thus to enhance the service. Higher education is getting popularity as a service industry day by day. This study focuses to identify the gaps in service quality of higher education by using a self-developed instrument on the lines of the SERVQUAL. Two stages random sampling technique was used. A sample of 144 students from university of Gujrat, Punjab, Pakistan was selected. The information collected through the questionnaire were used to find out the expectations as well as perceptions of the students regarding five dimensions of service quality namely, responsiveness, assurance, tangibles, empathy and reliability. The service quality gaps were determined based on differences between perceptions and expectations of the students. The results show that there are gaps in all the five dimensions. The study found significant difference between perceptions and expectations of students (p \u003C 0.000).It means students' expectations exceeded their perceptions. It is  \nrecommended that the university should take steps for improvement in all the five dimensions. Keywords: Service quality, higher education, measurement, SERVQUAL (service quality)  \n* Institute of Education and Research, University of the Punjab Lahore, Pakistan.  \nEmail: [dscbkr@gmail.com](dscbkr@gmail.com)  \n** Professor of Education, Institute of Education & Research, University of the Punjab Lahore, Pakistan.  \nEmail: [chabidhussainier@yahoo.com](chabidhussainier@yahoo.com)  \n*** PhD Scholar, Institute of Education and Research, University of the Punjab Lahore, Pakistan.  \nEmail: [Saghir.edu786@gmail.com](Saghir.edu786@gmail.com)  \nIntroduction  \nGap means difference between perception and expectation. Identification of gap provides an opportunity to bridge it and thus to enhance the service. Higher education is getting popularity as a service industry day by day. The providers directly affect the service of Education. Greater emphasis is being laid by the higher education institutions to meet the requirements and expectations of the students. Universities try to become student oriented as the student perceptions regarding educational facilities and services have become very important (Anci, 2006) . In the universities of Pakistan, issue of service quality is emerging as a new field.  \nDifferent methods for measuring quality in higher education are in vogue. It is because of to the different meanings and interpretations of quality education. In higher education context, gap analysis is not new and anumber of studies are being conducted on the lines of the work of Parasurman (1990) . Long et al (1999) had used\"gap analysis\" to compare expectations and experiences of the students. Expectations and preferences of the students in teaching, learning, and assessment have been studied by Sander, Stevenson, King, and Coates (2000) . A number of measures to evaluate student expectations and perceptions have also been established by Duncan, LaBay, Clare, and Comm (2003) .  \nService, being a broader concept, encompasses the core activities of a university. It is also influenced by the university context (Abukari, 2010) . Kotler, Armstrong, Saunders, and Wong (2004) have defined it as “A service is an activity or benefit that one party can offer to another which is essentially intangible and does not result in the ownership of anything.”  \nAlmost every service organization involves in the delivery of service through these four components.  \n1. Service setting.  \n2. Service worker.  \n3. Service purchaser.  \n4. Service procedure.  \nAccording to Arambewela, Hall, and Zuhair (2006), education is regarded as service which students along with other stakeholders experience and develop their assessment regarding delivery of service in the","cbCaisYP3BcfrcyC","https://ap.wps.com/l/cbCaisYP3BcfrcyC","pdf",162876,12,"English","# Abstract\n# Introduction\n## Service quality and gap analysis in higher education\n## Measuring service quality dimensions","[{\"question\":\"What does “gap” mean in this study?\",\"answer\":\"Gap refers to the difference between perception and expectation. Identifying the gap helps bridge differences and improve service quality.\"},{\"question\":\"How was service quality measured?\",\"answer\":\"The study used a self-developed instrument aligned with SERVQUAL and collected questionnaire data to capture expectations and perceptions across five dimensions.\"},{\"question\":\"What were the key findings about the service quality gaps?\",\"answer\":\"Gaps were found in all five dimensions, and students’ expectations exceeded their perceptions, indicating room for improvement.\"}]","Identification of Gaps in Service Quality in Higher Education | PDF",1792081947]