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

Abstract

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.