The services literature focuses on perceived
quality, which results from the comparison of
customer service expectations versus
perceptions of actual performance (Zeithaml,
2000). Customers are likely to be satis;ied
when their perception on services provided
exceeds their expectations. Service quality in
educational industry is defined on the basis
of students overall evaluation on the services
they received which is part of their
educational experience. This covers a variety
of educational activities both inside and
outside the classroom such as classroom
based activities, faculty member/student
interactions, educational facilities, and
contacts with the staff of the institution.