Global Social Sciences Review (GSSR) DOI: 10.31703/gssr.2021(VI-I).39 URL: http://dx.doi.org/10.31703/gssr.2021(VI-I).39 Citation: Jamil, S. (2021). Impact of Student Satisfaction Index Model on Quality Assessment of Higher Education: Mediating Role of Student Satisfaction. Global Social Sciences Review, VI(I), 383-395. https://doi.org/10.31703/gssr.2021(VI-I).39 Impact of Student Satisfaction Index Model on Quality Assessment of Higher Education: Mediating Role of Student Satisfaction Sofia Jamil * In today’s education industry, more and more Higher Educational Institutions (HEIs) are emerging, where students have a lot of options in opting for the best intuition, which they perceive would fulfil their educational needs and requirements. Both public and private HEIs are constantly evolving their services for the students. This study examine the ‘Explanatory Model’ which explored the Student Satisfaction Index (SSI) and try to evaluate the student satisfaction level. The software Statistical packages for social sciences is used to test the proposed hypotheses. These HEIs should explore and formulate new and innovative strategies to attract, retain and establish good relationships with students in order to establish or keep their competitive edge in the education industry. This study concluded that ‘Perceived Quality’ along with other factors, influenced students’ satisfaction and loyalty. • Vol. VI, No. I (Winter 2021) • Pages: 383 ‒ 395 • p- ISSN: 2520-0348 • e-ISSN: 2616-793X • ISSN-L: 2520-0348 Key Words: Perceived Quality, European Customer Satisfaction Index (ECSI) model, Student Satisfaction, Student Loyalty, Higher Education Institutions (HEIs), Partial Least Square Introduction Now a day, organisations from various fields or industries, have come to appreciate the significance of “customer satisfaction” for their success and survival. They are heavily making investments in areas to improve performances that enable a powerful input to customer satisfaction, e.g. ‘quality’ and ‘customer service’. But the outcome of this effect and investment is questionable? The query arises that how do we know if we succeed in achieving the key objective that is ‘satisfaction’, on a way to satisfy the customers? Truly speaking about this point is that many of the organizations don’t. There is a saying among top Managers in the business world, which is broadly accepted is that “if you can’t measure it, you can’t manage it”. In fact, most of the companies and organizations are still not focusing their efforts on ‘customer satisfaction’ at all and many others declaring of doing so, are following an inappropriate way (Haines, 2016; Oakland, 2014). ‘Customer satisfaction’ is basically a mean of evaluating performance of an organization’s total * MS Scholar, Department of Project Management, Comsats Institute of Information Technology, Lahore, Punjab, Pakistan. Email: sofiaj_aries11@yahoo.com product in connection with their respective customer requirement (Campbell and Campbell, 1997). In other words, ‘Customer Satisfaction’ is all about assessing the product or the service, an organization or a business offers to their potential customers. If the requirements of the customers are met, then we can characterize this product and product as being of good quality (Fornell et al., 1996). As a result, strategies are formed by these businesses and organizations mainly focused on developing relevant innovations directed towards improving the level of quality of the offered products, thus, increasing their productiveness and competitiveness (Teece, 2010).Similarly, ‘Student Satisfaction’ is all about evaluating the services an educational institutions offer to their potential students, and these services are only considered of good quality if they meet the needs of the students. For this, educational institutions need to develop appropriate strategies to attain competitive edge among other institutions Abstract