Education System in Pakistan, Developing Quality Assurance Model in Govt. Schools, Govt Schools in Pakistan, Service quality measurement for secondary school setting

1. Article 6 Summary
Service quality measurement for secondary school setting
Complete Reference:
This paper is written School of Sustainable Development and Tourism, University of Technology, Prabha
Ramseook-Munhurrun Pointe aux Sables, Mauritius and Pushpa Nundlall State Secondary School,
Goodlands, Mauritius. This paper is published in Emerald Group in 2013.
Summary;
This article is written on the methodology of measuring the services quality in secondary
schools. Different things are discussed in this article such as the design and the purpose of paper,
and the approaches which are used in this paper. The purpose of this paper is to developing a
scale through which the services quality can be easily measured. The information was collected
after the survey of different secondary schools in Mauritius. The area of this study was divided
into different zones. The result of this study shows that services quality is multidimensional in
educational sectors.
In this article it is discussed that there are different types of scales are available for measuring the
quality of services but the most used scale is SERVQUAL. Further it is discussed that
educational needs are increasingly changing with the passage of time towards advancements. It is
said that in educational institutes not only the measure teacher’s quality but also the services
provided should be checked. In next phase of literature different things are discussed such as
services quality and as we previously discussed that authors created SERVQUAL for measuring
the services quality. After services quality the next part discuses the criticism on this scale of
SERVQUAL. However there are various researchers criticized this scale. It is discussed that
measuring the quality of services in educational sector is quite complex. That’s why the scale is
no reliable in these sectors.
In the next phase of this article, about the research methodology of this article is discussed. First
part of the methodology is to make a focus groups and the next part was a quantitative stage in
which a questioner was developed consisting 30 items. The data collected from the schools of
Mauritius by dividing it into 4 zones. The result of this study had given the 5 purposed
dimensions as alternate of measuring the services quality.