A comparative analysis of service quality and student perceptions in Kyrgyzstan’s higher education institutions

This study investigates the quality of higher education through student satisfaction, utilizing the ServQual model to assess gaps between student expectations and perceptions of educational services. A quantitative approach using data from several public and private universities across the country was employed. The study was conducted using a non-probability, purposive sampling method, involving 889 students. Data analysis included t-tests to compare expected and perceived ServQual scores, and effects of institution type and location. In addition, Structural Equation Modeling was used to assess their impact on overall HEI evaluation. Findings show that across all ServQual dimensions, there are significant differences between the expected and perceived service quality provided by HEIs. The type of institution and its location were significant factors, with students from regional and private universities rating service quality more positively. Evaluation of HEIs was influenced by students’ perceptions rather than their initial expectations. Results highlight a significant gap between student expectations and actual experiences, underscoring the need for HEIs to enhance reliability and empathy, and providing empirical evidence that HEIs need to refine strategies, align with student expectations, and improve overall service quality, contributing to the discourse on higher education service quality in a developing education system.