Abstract
Owing to the stiff competition, Universities can get a sustainable competitive advantage by focusing on quality rather than quantity. This paper aims to investigate the students’ perspective about the provision of quality services and instilling the role of higher education policies for a sustainable outcome. In this regard, a bundle of academic and administrative services is used as precursors, students’ satisfaction as a mediating variable, students’ loyalty as the outcome variable, and higher education policies as the controlling variable. For data collection purposes, students (N= 300) studying in public and private sector universities of Lahore, were approached in their educational jurisdiction with the formal approval of relevant university administration. W A Confirmatory Factor Analysis was carried out for validity concerns and regression analysis to determine the proposed relationship among selected variables. The findings revealed that the bundle of quality services provided by universities have a significant positive contribution in enhancing the students' satisfaction level influencing their loyalty to the university. Most specifically, higher education policies are proved as a controlling factor to improve the quality of service provision by Higher Education Institutes.
Keyword(s)
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