Analysis of Education Service Quality in Universities of Pakistan: Postgraduate Students’ Perspective
Education service quality (ESQ) is central to academic reputation of a university and employability of its graduates. Pakistan is striving successfully in improving its higher education sector for socio economic development from individual to national level. The present study intends to explore ESQ in universities of Pakistan by using exploratory qualitative method. The research relied on the perception of 60 postgraduate students recorded through semi structured interview schedule mainly based on the HEdPERF model (Abdullah, 2006). Interviews were audio recorded, and subsequently, thematic analysis of the transcribed interviews was made. ESQ data included six indicators – admissions, academic aspect, non-academic aspects, reputation, access, and programs issues. The study found that the admission services quality was reported satisfactory because of assured transparency in the admission processes at all the sample universities. ESQ for the rest of the five indicators was reported to be low. Based on the findings, the study recommends that ESQ is heavily required to be improved by accommodating student voices and concrete measures are mandatory to improve it from present marginalized state to its highest echelon as per student satisfaction as well as market demand of higher education sector.