The Impact of Service Quality on Students' Satisfaction (original) (raw)
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Service Quality and Student Satisfaction in Higher Education
Bulgarian Comperative Educational Society BCES, 2024
Education is a significant institution given the shift to a knowledge economy. Today students have numerous expectations that range from choosing what to learn, how to learn and how much to learn based on their individual academic needs. Student satisfaction is an important facet for higher education institutions and specifically, it is highly related to service quality. Thus, the main goal of this study was to investigate the relationship between student perceived service quality and the global satisfaction level among university students. The ServQual instrument was administered to a sample of 250 university students. The results indicated that the higher gap of the service quality is related to the responsiveness dimension, followed by the reliability, assurance, empathy and tangibles dimensions. At the same time, there was a significant positive relationship between student satisfaction and responsiveness, reliability, assurance and empathy, but negative correlation between student satisfaction and tangibles. The findings generally indicate that a majority of students are satisfied with the facilities provided by the university. Such findings should help the university make a better strategic plan as to enhance student satisfaction in particular and its overall performance in general. So, the service quality in higher education has a significant influence on student satisfaction and in view of this, higher education institutions need to be aware of the service quality dimensions that influence the satisfaction of their students and therefore that it is important to note that these dimensions should be determined by the students, because the students are the primary recipients of the services provided by the institution.
Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions
This study attempts to examine the relationship between service quality dimensions and overall service quality (tangibility, responsiveness, reliability, assurance and empathy) and students satisfaction. Furthermore, this study is also examine critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contributes most to the satisfaction of the students. This study was conducted using a set of questionnaire to 200 Bachelor Degree students from two private higher education institutions. The study will provide results from empirical test of these relationships. The empirical results of this study can provide support for the Parasuraman's SERVQUAL (1985), which related to the factors contributing to students' satisfaction.
SERVICE QUALITY AND STUDENTS' LEVEL OF SATISFACTION IN HIGHER EDUCATION
IATED, 2018
The proliferation of higher educational institutions in the country places burdens on existing ones on the need to ensure that services provided by them meet students' needs and interest. Examining current students' satisfaction vis-à-vis the services provided in these existing universities, therefore, becomes very important. This study examined students' perceived level of service quality and its relationship with their level of satisfaction in a public university in Ghana. A descriptive cross-sectional survey design was used. Service quality (SERVQUAL) and Students' level of satisfaction (SLS) questionnaires were used to gather relevant data on service quality and students' level of satisfaction respectively. Out of a population of 1,396 third and fourth-year education business students, 550 were randomly selected for the study. The data obtained were analysed through descriptive statistics (mean and standard deviation) and inferential statistics (Pearson Product Moment Correlation Coefficient). The study found that the students' perceived level of service quality and their level of satisfaction were moderate. The study found a significant strong positive relationship between service quality and students' satisfaction (r = 0.70, p < 0.01). It was recommended that the University should continuously improve their service delivery and that much premium should be placed on students' interest and needs.
Perceived service quality and student satisfaction in higher education
In higher education, students are the main customers of universities. As such, providing quality services and satisfying students' needs as well as expectations are vital for universities to succeed from the increasing competitiveness of this industry. This research investigates the levels of student satisfaction and the relationship between student satisfaction and the quality of service being provided at the International Business School, UniversitiTeknologi Malaysia Kuala Lumpur. The results of this research indicated that almost the majority of students were satisfied with the quality of services offered at this university. Also, the findings showed that, the factors of facilities, advisory services, curriculum, and financial assistance and tuition costs have positive and significant impact on student satisfaction.
2015
This study intends to investigate the relationships between service quality and students satisfaction at Universiti Teknologi MARA (UiTM) Kedah, Malaysia. This study emphasizes on the service quality (SERVQUAL) instrument involving five dimensions, namely tangibles, reliability, responsiveness, assurance, and empathy that contributing to students‟ satisfaction.Hence, this study provides a knowledge to the student's decision before entered for enrolment in any university on future.
Students' Satisfaction Towards the Service Quality in Cavite State University-Imus Campus
In higher education, students are the main customers of universities. As such, providing quality services and satisfying students' needs as well as expectations are vital for universities to succeed from the increasing competitiveness of this industry. This research investigates the levels of student satisfaction and the relationship between student satisfaction and the quality of service being provided at the International Business School, UniversitiTeknologi Malaysia Kuala Lumpur. The results of this research indicated that almost the majority of students were satisfied with the quality of services offered at this university. Also, the findings showed that, the factors of facilities, advisory services, curriculum, and financial assistance and tuition costs have positive and significant impact on student satisfaction.
Service Quality and Student's Satisfaction in Higher Education Institution
Journal of Human Resource and Sustainability Studies, 2023
This research explores fundamental principles and prior investigations concerning service quality, student happiness, and the higher education system's role as a service provider. Its goal is to enhance the current knowledge base and set the foundation for a comprehensive examination of service quality and student satisfaction within the realm of higher education. It examines dimensions of service quality within higher education and explores how service quality influences student satisfaction in the context of higher educational institutions (HEIs). By exploring these subtopics, this literature review aims to offer a thorough comprehension of the factors contributing to student satisfaction and the importance of service quality in shaping students' experiences in the higher education setting. In essence, this literature review seeks to provide a comprehensive overview of the concepts and previous research concerning service quality, student satisfaction, higher education as a service, dimensions of service quality in higher education, and the impact of service quality on student satisfaction.
Service Quality and Students’ Satisfaction At Higher Education Institutions of Pakistan
This research focuses on the relationship between business student satisfaction and the service quality aspects the university provides them. Using empirical data and a conceptual model, the results of this study indicate that students’ college experience is positively related to the four dimensions of Parasuraman’s SERVQUAL model. It is accepted that educational institutions have five service dimensions that are, tangible aspects, reliability, responsiveness, assurance and empathy. The department needs to capitalize on the tangible aspects of university and the services of program office to satisfy students, and provide them with the services beyond their expectations.
Students Satisfaction towards the University: Does Service Quality Matters?
This study examines the relationship between service quality (SQ) and the level of student's satisfaction (SS) using a field study of 100 undergraduate students in one of the university in Malaysia. The findings of this study reveals that SQ is a vital factor that determines the level of SS. Specifically, the result of this study reveals that the better the SQ provided by the university, the higher the level of SS. Responsiveness, assurance, and empathy are the three dimensions of SQ that is significantly related to the level of SS. The findings of this study have made significant contribution to the body of knowledge in student's satisfaction management in higher education institutions. The findings of this study also made practical implication to management of higher education especially in the area where SQ improvement is needed
The Effect of Service Quality on Student Satisfaction in Higher Education Service
Review of Economics and Finance
The purpose of this paper is to evaluate and analyze the strategies and influences of perceived service quality, perceived value, and image on foreign student satisfaction, how to increase it, and the consequences of foreign student satisfaction in private and public universities. The survey data on bachelor's, master's, and PhD college students in higher education, Structural Equation Modeling was used, and the result showed that there is a positive and significant effect of university image on student satisfaction in higher educational institutions, which means that the university image plays a vital role in fulfilling student satisfaction, so the higher educational institution should focus on it as it will be an important tool in the competition with the other institutions.