The Impact of Service Quality on Student Satisfaction of Myanmar Commercial College in Mandalay, Myanmar

Yin Ko Ko, Zin Ko Ko, Nan Wai Linn, Saw Arli Shar and Nang Saing Amm
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Yin Ko Ko: Doctoral Scholar, Doctor of Business Administration (DBA)Mandalay, Myanmar
Zin Ko Ko: Founder & Chancellor, Myanmar Commercial College63(C), Between 27 x 28 Street, Mandalay, Myanmar
Nan Wai Linn: Vice Principal & Registrar, Myanmar Commercial College63(C), Between 27 x 28 Street, Mandalay, Myanmar
Saw Arli Shar: Doctoral Scholar, Doctor of Business Administration (DBA)Yangon, Myanmar
Nang Saing Amm: Doctoral Scholar, Doctor of Business Administration (DBA)Yangon, Myanmar

International Journal of Research and Innovation in Social Science, 2025, vol. 9, issue 6, 6477-6487

Abstract: This research study the impact of Service Quality on Student Satisfaction of Myanmar Commercial College in Mandalay, Myanmar. The SERVQUAL model was used, focusing on tangibility, reliability, responsiveness, assurance, and empathy. The results showed that all five dimensions of service quality had an average mean score above 5, indicating strong satisfaction. Pearson correlation analysis showed a positive relationship between service quality and student satisfaction. Multiple regression analysis revealed that tangibility, reliability, and empathy significantly affect satisfaction. The study suggests that Myanmar Commercial College should train staff to be courteous and friendly, and prioritize service-related problems. the practitioners in higher education can reassess their management strategies and can identify and implement appropriate measurement tools to redesign the service delivery system to improve service quality.

Date: 2025
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