The Impact of Service Quality on Students’ Satisfaction

The development and growth of every economy depend on the contributions of higher education. Universities are responsible for the generation and dissemination of knowledge in the socio-economic benefits of a country. Service quality is vital for higher education institutions to remain competitive and growing. Higher educational institutions have seen the need to place a greater value on improving their activities to meet students’ perceptions and expectations to ensure satisfaction. Student satisfaction is vital in determining service quality at higher educational institutions. To have a competitive edge, higher institutions are required to build a stronger bond with students by providing the value for service delivery. The main purpose of this study is to assess student’s satisfaction with services provided at the School of Business, Valley View University. A cross-sectional adopted questionnaire survey involving 100 students were conducted using the SERVQUAL Model with five Service Quality dimensions: tangibles, reliability, responsiveness, empathy, and assurance. The data were analyzed with SPSS software in generating the mean and standard deviation and the regression results. The results of the study showed that service quality and its dimensions of assurance, tangible, and responsiveness provide at the School of Business were very satisfied, however, Empathy was moderately satisfied. Indicated that students had high expectations on services provided at the School of Business. It has also confirmed satisfaction can be 100% accounted for by service quality dimensions of Assurance, Tangible, Responsiveness, Reliability and Empathy. The study recommends that School of Business must attend to student’s needs by providing individual attention to solving the unique challenges of students.