Students’ Satisfaction and Service Quality of HEIs

Abdur Rouf, Mostafizur Rahman and Main Uddin

International Journal of Academic Research in Business and Social Sciences, 2016, vol. 6, issue 5, 376-390

Abstract: The present study was undertaken to evaluate students’ satisfaction on services provided by the universities of Bangladesh. To establish and test dimensions for measuring service quality in higher education. The main purpose of this study is to evaluate students’ satisfaction on services provided by Higher Educational Institutions (HEIs). Specifically, the study found significant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) or SERVQUAL and students’ satisfaction. General survey guided by a well-structured questionnaire had been administered across a valuable sample of 160 students of four public universities. The findings generally indicate that the majority of students are satisfied with the facilities provided by universities. Such findings help universities make better strategic plan as to enhance students’ satisfaction in particular and its overall performance in general. In general, the results indicated that all the five dimensions of service quality were correlated with student satisfaction.

Keywords: SERVQUAL; HEI; Student; Satisfaction; Bangladesh (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:hur:ijarbs:v:6:y:2016:i:5:p:376-390

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