Difference between Expectations and Perceptions of Students regarding Service Quality of Public sector HEIs

The aim of the present study is to find the gap between expectations and perceptions of students regarding the service quality of higher education public institutions of Lahore, Pakistan. Paired sample t-test was used to explore the gap between expectation and perception of the students of the higher education of the public institutions of Lahore. Stratified random sampling technique was used to collect the data from the students. The results indicated that there were differences between the expectations and perceptions of the students which relate to Reliability, Responsiveness and Assurance dimension. There was no significant difference between the expectations and perceptions of the students towards service quality of higher education public institutions of Lahore, Pakistan in terms of Assurance and Empathy. Research limitations: The data was only collected from the capital city of the province of Punjab. Moreover, the study focused only on higher education public institutions. The research methodology of this study is different from all the other studies which were conducted on this topic. In this study, we have focused to find the problem that students may face in service quality in higher education public institutions.