Effect of Service Quality on Customers Satisfaction: An Application of HEdPERF Model
Keywords:Customer Satisfaction, HEdPERF, Service Quality, Higher Education
The aim of this study was to measures the effect of service quality on customer satisfaction. There are 384 respondents were selected from 19 universities of Khyber Pakhtunkwa (Pakistan). The proportionate stratified sampling method was used for the collection of data. The collected data was analysed using SPSS and AMOS packages. Exploratory Factor, Confirmatory Analysis and Parallel Analysis were also performed. Structural Equation Modelling technique was used to investigate the relationship among variables under investigation. Findings of the research reveals that majority of the respondents were satisfied with the dimensions of HEdPERF model in universities of Khyber Pakhunkhwa (Pakistan). The dimension academic was ranked the most important dimension of service quality. Thus, this unique finding implies that universities should nurture the academic quality rigorously in order to enhance students’ satisfaction without ignoring the remaining dimension of service quality.