Comparative Analysis of Service Quality Instruments: Evidence from Higher Education Sector of Pakistan

Abstract

The aim of this paper is to compare five alternative models in terms of service quality in higher education institutions of Lahore, Pakistan. The current study used the five service quality models named Higher Education Performance (HEDPERF), Service Quality (SERVQUAL), Weighted SERVQUAL, Service Performance (SERVPERF) and Weighted SERVPERF to draw the inferences. Data was gathered from 400 students by utilizing the structured questionnaire from four universities of Lahore, Pakistan. Gathered data was then arranged in a consequential way and then five models were compared in terms of reliability, validity and explained variance. Results of the study revealed that two out of five models HEDPERF and SERVPERF are more feasible in terms of reliability, validity and explained variance. Since the study only examined the measurement capabilities of the five instruments at Lahore city only, the collection of more data in other cities is required in order to provide more general results. All the multiple-item scale express insights about the features that can be studied or observed in order to maintain or handle the underrated quality service. All higher education institutions can be benefitted with these measurement scales to cope with the quality service-related issues. The results of the study are much helpful for the HE leaders to remove deficiencies in different service quality dimensions.