AN EMPIRICAL STUDY OF STUDENTS' SATISFACTION WITH EDUCATION SERVICE QUALITY IN INSTITUTIONS OF HIGHER EDUCATION IN PAKISTAN.

The present study examines empirically the impact of salient dimensions of education service quality on students' satisfaction in institutions of higher education in Pakistan. The study is based on primary data collected through a structured questionnaire based on Higher Education Commission of Pakistan Quality Assurance (HECPQA) framework. A random sample of 410 students' studying in institutions of higher education in the country is investigated. Correlation, factor analysis, and regression analysis are used to analyze the data. The results of the study indicate that education service quality dimensions of quality academic courses, learning environment, students' feedback, assessment feedback to students, and academic faculty have positive and statistically significant influence on students' satisfaction. The study provides useful insight with regard to the important dimensions of service quality in higher education that offer opportunities to academician and administrators to plan and initiate appropriate intervention strategies to improve the quality of education and students' satisfaction in these institutions for competitiveness at national and international levels. The study contributes to the body of literature by providing empirical evidence of validity of the new instrument. Importantly, the study has also extended the existing knowledge of education service quality and students' satisfaction in institutions of higher education in Pakistan. [ABSTRACT FROM AUTHOR]