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|Research Abstracts (2010-11)
profits call for compromise with the service, i.e. education? What is the role played by the internal customers (teachers) to deliver quality of the
service to the primary customers (students)? Research was carried out in five private universities of Lahore, Pakistan to determine the
relationship if existed between the perception of service quality as perceived by customers of higher education, i.e. students and faculty as
means of satisfaction and its impact upon the word of mouth for the respective university. The study raised the critical questions: 1) how do
customers vary in their perception of service quality, i.e. students and the teachers? Whether this variance can affect the loyalty of its
customers? The study sample comprised 800 students and 200 teachers from five universities situated in or nearby Lahore, Pakistan. The
study has used exploratory factor analysis to identify satisfying and dissatisfying factors both for the students and the faculty. Furthermore,
systemic analysis has been done to draw system dynamics model to identify relationships between various factors. Though many would argue
that both students and teachers are partners in creating teaching learning environment in the university, thus, they themselves are responsible
for quality learning; but the results have highlighted the third dimension: we cannot ignore the significant role of leadership in service delivery?
Time management is one of the most important elements of the service delivery and delay in decision making or service delivery can cost the
university a fortune.