Assessing Service Quality Gap of Private University in Bangladesh

Tanzila Rahman Lubna
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Tanzila Rahman Lubna: Department of Marketing, Pundra University of Science and Technology, Bogura, Bangladesh

International Journal of Science and Business, 2021, vol. 5, issue 5, 101-109

Abstract: This research investigated the service gap between student’s expectations and perception regarding private university services in Bangladesh with a particular focus on the SERVQUAL model along with the five dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. I investigated the dimensions of quality of university service and its impact on student’s satisfaction. A self-administered and structured questionnaire use to collect data from 200 respondents of university students. The SPSS software was used here for analyzing data. Different statistical tools were used which are compatible with my research, such as factor analysis, reliability analysis, and descriptive analysis. I surveyed twenty private universities by using the random sampling method. As for students’ perception, the services gap (Expected service – Perceived service), in the dimensions of tangibility, assurance, and empathy, is significant because expected service is below perceived service in the private universities of Bangladesh. But in the dimension of reliability and responsiveness, the services gap is insignificant because expectations are near to perceived service in the same university. The administration and the government both will get benefit from the findings of the study, particularly in the university perspective of Bangladesh. The study base on relatively small sample size (200) from private university in Bangladesh, which may not reflect the whole scenario of Bangladesh.

Keywords: SERVQUAL; Service gap; Tangibility; Reliability; Responsiveness; Assurance; Empathy (search for similar items in EconPapers)
Date: 2021
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