Abstract
Private sector higher education institutions tussle for competitive advantage in the business community. Students’ satisfaction and
service quality are the driving forces and challenges for private sector HEIs. The fair evaluation of service quality in education
sector helps in effective preparation and implementation of educational plans and strategies. This research paper is an attempt to
measure student satisfaction by comparing student perception and students’ expectations. Factor analysis approach and satisfaction
grid are used in data analysis. Factor analysis and Varimax Rotation point out those lacking areas of service quality that needs
improvements. Furthermore, satisfaction grid was applied. Satisfaction grid served as a map to guide HEIs management to act by
considering gap scores ranking
Shaheen Fatima, Samreen Fatima, Nausheen Fatima. (2020) Measuring the Students’ Satisfaction and Service Quality Perceptions of Private Sector Higher Education Institutions, Paradigms , Vol 14, Issue 1.
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