Investigating Service Quality and Students Satisfaction in Public and Private Sector Universities of KPK

The research study aimed to investigate the level of service quality and its relationship with student’s satisfaction in public and private sector universities of KPK. The research population comprise of 22 universities (12 public sectors and 10 private sectors).The sample was 650 students of both private and public sector universities and all the respondents have been randomly selected. The questionnaires were tested for reliability and validity and predicted desired results. The service quality of both sectors universities was measured on the basis of student responses. Correlation, regression and T-test have been used in the analysis of the research. The t-test results reported significance mean difference of service quality i.e tangibility dimension, assurance, administrative responses and empathy dimension of service quality show significance difference in public and private sector universities. The reliability dimension of service quality showing insignificance mean difference in both public and private sector universities. The results demonstrate strength for public sector universities for their tangibility and assurance and private sector universities showing strength in their responses services and empathy dimension. The research predicts positive relationship of service quality all dimensions with student’s satisfaction. The originality of work of this research work holds a lot of academic and organizational value.