Creating a Quality Teaching Learning Environment
The research was carried out in five private universities of Lahore, Pakistan to determine the relationship (if existed) between the perception of service quality as perceived by customers of higher education, i.e. students and faculty as means of satisfaction and its impact upon the word of mouth for the respective university. The study raised the critical questions: 1) how do customers vary in their perception of service quality, i.e. students and the teachers? Whether this variance can affect the loyalty of its customers? The study sample comprised 800 students and 200 teachers from five universities situated in or nearby Lahore, Pakistan. The study has used exploratory factor analysis to identify satisfying and dissatisfying factors both for the students and the faculty. Though many would argue that both students and teachers are partners in creating teaching learning environment in the university, thus, they themselves are responsible for quality learning; but the results have highlighted the third dimension: we cannot ignore the significant role of leadership in service delivery.
||Higher Education, Service Quality, Customer Satisfaction, Leadership and Service Delivery, Private University
The International Journal of Learning, Volume 18, Issue 6, pp.51-70.
Article: Print (Spiral Bound).
Article: Electronic (PDF File; 969.335KB).
Assistant Professor, Department of Management Studies, University of Central Punjab, Lahore, Punjab, Pakistan
I am Seema Arif, MSc in Psychology, MA in Educational Leadership and Management, MPhil and PhD in Education. My approach toward research is inductive and I usually adopt phenomenology as research methodology but I am adept at using mixed methods in research as well. The topic of my PhD research is “Dynamics of Quality Management in Higher Education” with special focus on checking interrelationship between teaching learning environment and student satisfaction. Recently, I haven been involved in action research, especially connected with changing values in higher education that has transformed teaching practice altogether. Previously I’ve worked on Burns’ Transformational Leadership theory and constructed a model for educational leadership using transformational theory and with special emphasis on systems change via organizational learning for continual improvement. I have presented in many local and international conferences and have many publications as well.
Lecturer, College of Statistical and Actuarial Sciences, University of the Punjab, Quaid-i-Azam Campus, Lahore, Punjab, Pakistan
I, Maryam Ilyas hold an M.Phil degree in Statistics. Before joining The Punjab University, I have been teaching at business and management school of University of Central Punjab for 3.5 years. My teaching area has been basic statistics and research methodology. At present, I am the lecturer at College of Statistical and Actuarial Sciences, University of the Punjab. My area of interest is multivariate analysis and model building using AMOS and other softwares.
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