Beyond the Classroom: A SERVQUAL Based Assessment of Cambridge Schooling System in Quetta, Pakistan

Abstract

This study explored service quality among A/O level students in Quetta using SERVQUAL model. The sample comprised 148 students of O/A levels in Quetta. The results were obtained using paired sample t-test. Findings revealed significant service quality gaps across all five SERVQUAL dimensions, with tangibility showing the largest gap, followed by reliability, empathy, responsiveness, and assurance. The findings will help policymakers design targeted interventions, such as improving teacher training, strengthening school accountability, and enhancing infrastructure to reduce dependence on after-school tuition academies.