An Assessment of Factors Influencing the Quality Education in Sindh Using SERVQUAL Model
Private and Public Sector Comparison
Keywords:
SERVQUAL, Quality Education, Reliability, Tangible, Assurance, Karachi, Sindh, PakistanAbstract
This research was intended to evaluate the influence of the identified predictors on Quality Education in the context of Sindh. The data was gathered from 887 respondents, and the focus were the institutions affiliated with Aga Khan Education Board (AKUEB) and Ziauddin Examination Board. Cross sectional survey were conducted to target the respondents. Five hypotheses were formulated based on extensive literature review. Using quantitative research approach the data was analyzed through SPSS. To test the formulated hypotheses multiple linear regression was employed. The results confirms all the five hypotheses posits statistical significant impact on quality education. However Reliability and Tangibles were the two predominant predictors of quality education. The assurance being the dimension for SERVQAUL model was the weakest predictor, but statistically significant to the quality education. The findings of the study revealed that being consistent and persistent in quality services, improves the quality education. Besides that the contemporary physical infrastructure also plays significant role to usher the positive perception of quality education among stakeholder.
References
Almani, A. S., Shah, S. F., & Chishti, A. (2012). Evaluative survey of private schools in Sindh.
Andrabi, T., Das, J., & Khwaja, A. I. (2007). The Learning and Educational Achievement in Punjab Schools (LEAPS) project.
ASER Pakistan. (2021). Annual Status of Education Report.
ASER Pakistan. (2023). Annual Status of Education Report.
Brochado, A. (2009). Comparing alternative instruments to measure service quality in higher education. Quality in Higher Education, 15(2), 179–190. https://doi.org/10.1080/13538320902995773
Creswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches. Sage Publications.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.1177/002224299205600304
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM).
Hassan, et al. (2022). [Study on student perceptions of service quality in Pakistani universities].
Hussain, et al. (2024). [Study on overall educational experience and administrative efficiency].
Noonari, A. S., Junejo, M. A., & Fatima, S. (2021). [Study on empathy in educational services].
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Rehman, et al. (2021). [Study on WASH facilities in Sindh schools].
Rizvi, S. T. H., Naqvi, B., & Shakir, A. (2020). [Study on Karachi’s public universities regarding service quality].
Srinivasan, R. (2023). Research writing: A complete guide. Washington, DC: How Academics.
Tenny, S., Brannan, J. M., & Brannan, G. D. (2025). Qualitative study. In StatPearls [Internet]. Treasure Island, FL: StatPearls Publishing. https://www.ncbi.nlm.nih.gov/books/NBK470395/
Ullah, A., Kim, D., & Yang, J. (2021). School accountability and learning outcomes: Evidence from Pakistan. International Journal of Educational Development, 82, 102–112.
UNESCO. (2014). Teaching and learning: Achieving quality for all (EFA global monitoring report 2013/14). Paris: UNESCO.
UNESCO. (2023). Global education monitoring report 2023. Paris: UNESCO.
UNICEF. (2024). Out-of-school children in Pakistan. Islamabad: UNICEF Pakistan.
Wider, W., Tan, L., Lin, X., Fauzi, A., Wong, C., Tanucan, J., & Hossain, S. (2024). Global perspectives on SERVQUAL in higher education: A bibliometric review. Quality in Higher Education, 30(2), 157–174.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Journal of History and Social Sciences
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International (CC BY-SA 4.0)
