Three Sensitizing Dimensions of Quality, Epistemological Access, and Student Satisfaction

Abstract

The primary objective of this study is to investigate the impact of epistemological access on the correlation between service quality and student satisfaction across eight universities in Pakistan. The quality of service is evaluated along three dimensions in this study: empathy, responsiveness, and assurance. Research conducted on a global scale reveals that the most dramatic changes in performance occurred between 2008 and 2018 in the areas above. A total of 1600 students took part in the study by filling out a questionnaire they had created for themselves using a 5-point Likert scale. The study used structural equation modeling (SEM) and correlation analysis to examine how mediation affected the connections between variables. According to the research, the level of empathy and responsiveness displayed by service providers are the most important factors in influencing the perception of information accessibility among university students in Pakistan. The study also found that epistemological access is the most important mediator among the three components of service quality and student satisfaction. The research highlights empathy, responsiveness, and assurance as critical elements of high-quality service. Policymakers, leaders, and higher education administrators can benefit greatly from the report's recommendations to prioritize these aspects of service quality.