Effect of Service Quality on Customers Satisfaction: An Application of HEdPERF Model

Authors

  • Nisar Muhammad PhD Research Scholar, Islamia College Peshawar, Pakistan
  • Shahid Jan Kakakhel Associate Professor, Chairman, Department of Management Sciences, Islamia College Peshawar, Pakistan
  • Fayaz Ali Shah Assistant Professor, Department of Management Sciences, Islamia College Peshawar, Pakistan

DOI:

https://doi.org/10.26710/reads.v4i2.387

Keywords:

Customer Satisfaction, HEdPERF, Service Quality, Higher Education

Abstract

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.

 

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Published

2020-07-25

How to Cite

Nisar Muhammad, Shahid Jan Kakakhel, & Fayaz Ali Shah. (2020). Effect of Service Quality on Customers Satisfaction: An Application of HEdPERF Model . Review of Economics and Development Studies, 4(2), 165-177. https://doi.org/10.26710/reads.v4i2.387