ABSTRACT


Satisfaction surveys are increasingly being suggested as a means to understand the service expectations of students and performances of Govt Higher Secondary Schools (GHSS). The purpose of this research is to measure student's expectations in GHSS, if a service gap exists between what is expected and what is experienced. The Govt lslamia girl's higher secondary school, Govt Municipal higher secondary school and Govt Fatima Jinnah Higher Secondary School Nawabshah. The survey conducted at three GHSS of Nawabshah district by using SERVQUAL questionnaire to obtain the gaps between student's expectation and GHSS's performance. The suggestions have been proposed on bases of found gaps.

The findings suggest that a service performance gap exists for a l l the dimensions, specially Assurance affected more due to providing poor response from GHSS staff, Teachers/Instructors and other staff in sense of respecting, guiding dealing the students. The results of the research led to the conclusion that service quality is measurable when a well-established tool is used and questions posed measure well- defined areas of service quality. The results can serve as the basis for service improvement plans. On bases of findings, It is suggested that, to conduct the survey repeatedly for checking level of satisfaction of students of private schools of same area to compare the services with each other.