Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective

2019 ◽  
Vol 29 (2) ◽  
pp. 268-283
Author(s):  
Chonlatis Darawong ◽  
Mukdashine Sandmaung
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Higher Education Institutions ◽  
Student Perspective ◽  
International Programs ◽  
Local Student

scholarly journals Developing Innovative Support Structures in Higher Education Institutions: A Student Perspective

2020 ◽  
Vol 10 (1) ◽  
Author(s):  
Mxolisi Walter Ntoyakhe ◽  
Musa Ngibe
Keyword(s):  
Higher Education ◽  
Student Satisfaction ◽  
Quantitative Research ◽  
Higher Education Institutions ◽  
Descriptive Analysis ◽  
Academic Departments ◽  
Student Perspective ◽  
Research Approach ◽  
Administrative Staff ◽  
The University

Higher education institutions have been obliged to work extremely hard to ensure their sustainability and growth to meet the ever-increasing demands of university students, parents, and stakeholders. Universities have been under great pressure to remain competitive with a great deal of emphasis placed on being innovative, building auxiliary structures, and acquiring qualified academics. The concept of service delivery of academic departments in universities of technology has received minimal attention. This study explored student expectations and perceptions of service quality provided by academic support departments with the intention of enhancing the level of student satisfaction and experience. A quantitative research approach was employed using questionnaires. A nonprobability convenience sampling was adopted to identify 260 students. Data were coded and analyzed for descriptive analysis using SPSS Version 23.0. The findings revealed that many students were not content with various services provided by the academic departments within the university and that the academic departments did not offer students the services that they expected. The dimension of SERVQUAL displayed a negative gap in services provided by academic administrative staff. On the basis of these findings, it is recommended that the university attends to the identified key areas of concern, particularly administrative staff competency.

scholarly journals Measuring Service Quality: The Student As Primary Consumer

2014 ◽  
Vol 13 (6) ◽  
pp. 1251
Author(s):  
Y. Hefer ◽  
M. C. Cant
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Higher Education Institutions ◽  
Level Of Service ◽  
Level Of Satisfaction ◽  
First Choice ◽  
Educational Market ◽  
Study Student

Competition in the educational market is increasing at a rapid rate. With e-education and the increasing globalisation taking place, universities are competing more and more for student numbers. Service quality has become one of those factors that differentiate institutions from one another. As a result, higher education institutions can use service quality as a competitive advantage to ensure that they stay the first choice in the minds of potential students. It is a known fact that many consumers and students will support a product or university based on the level of service they receive. It is for this reason that universities will benefit from research into service quality and the importance that students attach to this. In this study, student satisfaction towards the quality of the service received was measured in terms of appearance of the higher educations physical facilities, equipment, staff and communication materials by using the SERVQUAL model. The results may assist higher education institutions to focus on the unknown, yet important elements of the tangibility element in order to improve the students overall satisfaction. The results indicated that students perception about the tangibility of the service, as well as the overall level of satisfaction of the service received, is slightly above average.

scholarly journals Assessing the relationship among service quality, student satisfaction and loyalty: the NIGERIAN higher education experience

Heliyon ◽  
2021 ◽  
pp. e07590
Author(s):  
Taiye T. Borishade ◽  
Olaleke O. Ogunnaike ◽  
Odunayo Salau ◽  
Bolanle D. Motilewa ◽  
Joy I. Dirisu
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Education Experience ◽  
The Relationship

The Correlation between Servqual Dimensions and Student Satisfaction

2021 ◽  
Vol 7 (2) ◽  
pp. 7
Author(s):  
Nur Zihan Abd Rashid ◽  
Tuan Nur Athirah Nabilah Tuan Ismail ◽  
Bibianah Thomas
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Learning Experience ◽  
Sampling Technique ◽  
Education Institution ◽  
Primary Objective ◽  
Future Research ◽  
Higher Education Institution ◽  
New Findings

Service quality is a very crucial element in ensuring the competitiveness of various institutions. By having a good service quality, the reputation of the organization will enhance and thus become their added competitive advantage. In higher education institution, service quality is important to ensure the students whom are their primary stakeholders are able to have a good learning experience in which will then influence their satisfaction. The primary objective of this paper is to analyze the correlation between five elements in SERVQUAL dimensions (tangibility, reliability, responsiveness, assurance, empathy) and the student satisfaction. The questionnaires were distributed among the students in various faculties in UiTM Sabah by using convenience sampling technique and 250 questionnaires were managed to be collected for analysis. Overall, the result shows that the students are satisfied with service quality in UiTM Sabah. Specifically, all five SERVQUAL dimensions correlate with student satisfaction. Reliability, responsiveness and empathy dimensions have strong correlation with student satisfaction. Meanwhile, both tangibility and assurance have moderate correlation with student satisfaction. This study is hoped to contribute towards the new knowledge in the field of service quality especially in higher education institutions Future research is also proposed at the final section of this study to discover new findings from different perspectives of service quality. Keywords: servqual; students’ satisfaction; service quality; higher education institution; service delivery.

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