Students’ Perceptions on Quality and Satisfaction in Higher Education

Elvira Tabaku ()
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Elvira Tabaku: European University of Tirana

A chapter in Economy, Finance and Business in Southeastern and Central Europe, 2018, pp 797-810 from Springer

Abstract: Abstract Purpose: The purpose of this paper is to report the data found from an empirical study conducted in the service sector. It aims to assess the service quality and student satisfaction in higher private education university in Albania. Methodology: The study is based on data gathered from the students of the faculty of Economics and Information Technology. The instrument used to assess service quality and student satisfaction is was self-administered questionnaire. A modified SERVPERF version was used to measure service quality. The SPSS and factorial analysis were used to measure the effect of each dimension of service quality on the quality perceived by the students. These analyses were also used to show the impact of service quality on student satisfaction. Findings: The data show the effect of each dimension of service quality in quality assessment by the students. The statistical analysis demonstrates also the impact of each of them on student satisfaction. Contribution: By offering an empirical assessment of significant variables of students’ perceptions, this study contributes to the existing literature on measuring important variables of students’ perception in higher education. The findings will help these institutions to understand how students consider different aspects of their activities and on improving the service they offer.

Keywords: Service quality; Satisfaction; Higher education; Albania; SERVPERF (search for similar items in EconPapers)
Date: 2018
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-319-70377-0_55

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DOI: 10.1007/978-3-319-70377-0_55

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