Service Quality and Student Satisfaction: A Study on Higher Education Institutions in Mogadishu

2013 ◽  
Author(s):  
Mahad Dahir Salad
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Student Satisfaction ◽  
Higher Education Institutions

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.

Students’ perception and satisfaction of services provided by public and private higher education institutes: a case study in Albania

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Drita Kruja ◽  
Huong Ha ◽  
Elvira Tabaku
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Eastern Europe ◽  
Student Satisfaction ◽  
Instructional Effectiveness ◽  
Private Higher Education ◽  
Public And Private ◽  
Content Type ◽  
Significant Difference ◽  
The Individual

Purpose There have been many research studies on students’ satisfaction of services in universities in developed countries. However, students’ expectation and satisfaction of public and private higher education institutions (HEIs) with regard to service quality in Eastern Europe have been under-researched. Therefore, this study aims to offer an empirical examination of student satisfaction of the service quality of public and private HEIs in Albania by evaluating the gap between students’ expectation and perception and the effect of student satisfaction on retention in HEIs. Design/methodology/approach The survey instrument used in this study was the student satisfaction inventory in the USA. Primary data were collected from a survey of students in two private and four public HEIs in Albania. A total of 554 valid responses were collected from the survey. Findings The findings suggested that there were performance gaps between public and private HEIs. Public universities performed well in terms of concern for the individual, campus support services, student-centeredness and instructional effectiveness. Private HEIs scored well in terms of concern for the individual, academic advising effectiveness, instructional effectiveness and safety and security (parking). There is a significant difference in students’ perception of the overall satisfaction of HEIs. Students’ overall satisfaction positively impacts their retention. Originality/value Overall, this study provides valuable insights to private and public HEIs’ administrators regarding to student satisfaction and retention. The findings will have far-reaching managerial implications for all groups of stakeholders in terms of the service delivery by universities in Albania and Eastern Europe.

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