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Teaching Quality in Higher Education: What do we need to improve?

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Author(s): Mubbsher Munawar Khan | Muhammad Musarrat Nawaz | Ishfaq Ahmed | Imran Haider Naqvi

Journal: Interdisciplinary Journal of Research in Business
ISSN 2046-7141

Volume: 1;
Issue: 4;
Start page: 37;
Date: 2011;
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Keywords: SERVQUAL | Higher Education | Service Quality | Student Satisfaction | Tangibles | Responsiveness | Reliability | Empathy | Assurance

ABSTRACT
Pakistan is passing through the phase of development and striving for sustainability in every sector. One of the important sectors is the ‘education sector’ which also serves as a nursery that provides quality human input to almost all the sectors. The modern perspective of education system rates the teacher as service provider and student as recipients of services or consumers, so teachers must also be evaluated on some parameters of service quality and these ratings can be used to suggest the teachers the required improvements within the teaching environment. The following paper examines the quality of teaching in higher education sector using the SERVQUAL model of assessing service quality. This model identifies the satisfaction of consumers with five elements of service quality i.e, Tangibles, Responsiveness, Reliability, Empathy, and Assurance. The study is a descriptive field research based on a self-administered questionnaire adopted from reliable sources. Population includes the graduate students in Higher Education Institutes of Pakistan. It’s a one shot study and the data is analyzed using Excel 2007, SPPS version 16.0, and AMOS version 16.0. The study identified that the dimensions of service quality are positively and significantly related with student satisfaction hence they should be considered and improved substantially. The study helps the education gurus, specifically those of Pakistan, to identify deficiencies and to suggest or take measures to remove those deficiencies in teaching quality. The findings are supported by empirical data.

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