This report is an analysis of the survey conducted for the purpose of understanding the perception of students of PIQC regarding the services offered by it. The model of survey was based on ServQual model which was presented by ParaSaramon. The questionnaires were distributed among the sample of 40 students which was selected randomly. The objective of the survey is to convert the knowledge level into application and then analysis level. Through this activity I learned a lot and by the grace of God and with the help and guidance of my teacher Kamran Moosa I became able to complete this project
This reports brings the findings and results of the survey which was conducted to understand the service quality dimension of PIQC. I too k the random sample of 40 students of MS HR/QM/IM. The scale was used from 1 to 7. After the careful calculations from the gathered data the overall CSI is 5 which show that Students agree that the service provided by the institute is good. In dimensions wise CSI tangibility score is 4 which show that students have neutral opinion about it. All other four dimension mean scores are 5 that shows that students are agree that the institute is providing good services to them. Factor wise index shows that males are more satisfied with the service of institute as compared with females and the students of TQM are more satisfied than HRM in comparison. With little efforts the level of satisfaction can be increased and there is need to work on the tangible part of the service because its ranking is in neutral.
Results and findings
Overall customer CSI
Overall the mean and median of the data is 5 which shows that students are agree and satisfied with the service provided by the institute.
Question wise CSI
There are 22 questions which covers the five dimensions of the ServeQual model. Following are the tables of CSI of each question of each dimension.
With little efforts the level of satisfaction can be increased in the dimensions of service. There is need to work on the tangible part of the service because its ranking is in neutral.