Analyzing the Relationship Between Administrative Service Quality and Student Satisfaction: Empirical Evidence from THU Dau Mot University

Tran Thi Huyen Trang and Ha Thi Thanh Thao
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Tran Thi Huyen Trang: Thu Dau Mot University
Ha Thi Thanh Thao: Thu Dau Mot University

Technium Social Sciences Journal, 2026, vol. 85, issue 1, 320-329

Abstract: In recent years, digital transformation and administrative reform have been increasingly promoted in higher education institutions to improve service quality and enhance student experiences. This study examines the impact of administrative service quality dimensions on student satisfaction at Thu Dau Mot University. The research model was developed based on the SERVQUAL framework, incorporating five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Data were collected from 398 students and analyzed using Structural Equation Modeling (SEM). The findings indicate that all dimensions of administrative service quality exert positive and statistically significant effects on student satisfaction. Among these factors, reliability and tangibles emerge as the strongest predictors of student satisfaction. Furthermore, perceived value plays a partial mediating role in the relationship between service quality and student satisfaction, suggesting that students’ evaluations of the value received from administrative services contribute to their overall satisfaction. In addition, digital transformation serves as a moderating variable, strengthening the effects of certain service quality dimensions on student satisfaction. This study contributes to the literature on higher education service quality by providing empirical evidence from a Vietnamese university context. The findings offer practical implications for university administrators seeking to improve administrative service delivery, enhance student experiences, and support institutional quality assurance initiatives in the era of digital transformation.

Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:tec:journl:ojs:13722

DOI: 10.47577/tssj.v85i1.13722

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