Publication: Impact Of Service Quality (Sq) On Student Satisfaction: Empirical Evidence In The Higher Education Context Of Emerging Economy
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Date
2018
Journal Title
Journal ISSN
Volume Title
Publisher
Universiti Sains Islam Malaysia
Abstract
This article represents a cross-sectional study of students studying across 7 private universities and one public university of Chittagong in Bangladesh. Service quality dimensions have been described as a critical for student satisfaction and service organizations may substantial outcomes including student retention and monetary in a competitive market. However, there is little empirical evidence of how service quality provided by tertiary educational institutions can influence student satisfaction in developing economy context. Recognizing this significance, the study aims to investigate the impact of service quality on student satisfaction applying HEdPERF model proposed by Firdaus (2005). We collected a designed questionnaires from 376 students selected randomly. The findings indicate that the significant variables explaining student satisfaction as: administrative aspects, academic aspects, reputation, and access. The implications of the study for university management were discussed and areas for future research were suggested.
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Keywords
Service Quality, Student Satisfaction, Higher Education.