Service Quality of Higher Education Institutions and Its Impact on Students Satisfaction
DOI:
https://doi.org/10.51983/ajms-2017.6.2.1287Keywords:
Service Quality, Tangibility, Assurance, Student SatisfactionAbstract
Student satisfaction assessment is essential in determining service quality at Higher Education Institutions (HEIs). To remain competitive, it requires HEIs to continuously acquire, maintain, and build stronger relationships with students. The dimension of service quality is still debated among the academic researchers. The purpose of this study is to examine the different dimensions used and applied in the process of analyzing the service quality under in the higher education sector and to find out its impact on student satisfaction. Specifically, the study found significant relationship between the five dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) or SERVQUAL and students’ satisfaction. The findings generally indicate that the majority of students are satisfied with the facilities provided by colleges in and around Puducherry. Such findings should 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.
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