Comparison of Expectation and Perception of Education Service Quality among Perspective Physical Education Professionals


Background: Service quality is an important indicator of the programme quality and satisfaction levels among service sectors like offices, banks, recreation clubs, universities etc. The number of studies devoted to service quality in the field of Physical Education is limited. The present study aims to determine the difference in the expectations and perceptions of education service quality among boys and girls studying in BPEd and MPEd courses in UT Chandigarh.

Methods: The study is a survey type study with a between group research design. The sample consists of 74 Female and 98 Male subjects. Random sampling method is used to select the sample. Furthermore, SERVQUAL questionnaire is used as the tool.

Results: The results depicted that significant differences in expectation of responsiveness dimension and perception of tangible dimension between Male and Female students were found. Moreover, it was also reported that females had higher levels of both expectation and perception of service quality in comparison to their counterparts, particularly in the expected responsiveness dimension and perceived Tangible dimension.

Conclusions: The results indicated dissatisfaction among physical education students with respect to overall service quality. Significant differences were reported among one sub-variable of expectation and one sub-variable of perception.

  1. Abdullah, F. (2005). HEdPERF versus SERVPERF: The quest for ideal measuring instrument of service quality in higher education sector. Quality Assurance in education.  |   Google Scholar
  2. Al-Alak, B.A., and Alnaser, A.S.M. (2012). Assessing the relationship between higher education service quality dimensions and student satisfaction. Australian Journal of Basic and Applied Sciences,6(1), 156-164.  |   Google Scholar
  3. F. Khodayari, & B. Khodayari. (2011). Service quality in higher education Case study: Measuring service quality of Islamic Azad University, Firoozkooh branch. Interdisciplinary Journal of Contemporary Research in Business, 1(9), 38-46.  |   Google Scholar
  4. Hill, F. M. (1995). Managing service quality in higher education: the role of the student as primary consumer. Quality assurance in education, 3(3), 10-21.  |   Google Scholar
  5. Lapa, T.Y., Lapa, T. Y., & Baştaç, E. (2012). Evaluating the service quality assessment of individuals attending fitness centers in Antalya. Pamukkale Journal of Sport Sciences, 3(1), 42-52.  |   Google Scholar
  6. Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1990). Guidelines for Conducting Service Quality Research. Marketing Research, 2(4), 33-44.  |   Google Scholar
  7. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.  |   Google Scholar
  8. Son, J., Sung, J., & Choi, Y. (2018). Understanding service quality in satisfaction at Korean Ladies' Professional Golf Association Tournament: gender differences of spectators. Journal of Physical Education and Sport, 18(3), 1506-1513.  |   Google Scholar
  9. Yusof, A., Hassan, Z. F., Rahman, S., & Ghouri, A. M. (2012). Educational service quality at public higher educational institutions: A proposed framework and importance of the sub-dimensions. International Journal of Economics Business and Management Studies, 1(2), 36-49.  |   Google Scholar

How to Cite

Mohindra, A., Singh, G., & Mandeep, M. (2022). Comparison of Expectation and Perception of Education Service Quality among Perspective Physical Education Professionals. European Journal of Education and Pedagogy, 3(3), 152–155.

Search Panel

 Abhishek Mohindra
 Google Scholar |   EJEDU Journal

 Gurmeet Singh
 Google Scholar |   EJEDU Journal

 Mandeep Mandeep
 Google Scholar |   EJEDU Journal