Students’ satisfaction with service quality in Higher Education Institutions (HEIs): The perspective of students’ expectations and perceptions in Tanzania
Loading...
Date
2015
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
The University of Dodoma
Abstract
This study, sought to assess students’ satisfaction with service quality (SQ) in the
perspective of expectations and perceptions of students’ affairs, in public Higher
Education Institutions in Tanzania (HEIs). The study employed a mixed research
approach and a cross-sectional survey design. Data were collected through
SERVQUAL scale questionnaires, semi-structured interviews, documentary reviews
and observations. The demographic characteristics of the respondents were used as
independent variables while the factors produced by confirmatory factor analysis
were used as dependent variables. Multiple linear regression analyses were run to
assess as to whether or not, demographic characteristics had statistically significant
influence on students’ expectations, perceptions and satisfaction about service
quality and their intentions to recommend the surveyed university to colleagues or
re-enrol for postgraduate studies.
The main study findings indicated that, parent education and type of student’s degree
programme had a statistically significant influence on the students’ satisfaction
about technical and residential services. Moreover, student’s degree programme had
a statistically significant influence on the students’ satisfaction with overall service
quality. More findings had revealed that, student’s degree programme had a
significant influence on students’ intentions to recommend the university due to the
quality of education received. In addition, school ownership and student’s degree
programme had a significant influence on students’ intentions to re-enrol to the HEI,
with regards to offers of scholarships. The study established further that parent
occupation, school ownership and degree programme, had a significant influence on
students’ intentions to recommend or re-enrol to the HEI due to its geographical
location. The study concludes that, students’ satisfaction with the overall service
quality were determined by the students’ type of degree programme (students’
specialization). The study recommends that, in order to satisfy students in the
campus life, the HEIs Management need to plan the overall service quality by
focusing on specific resource allocations to the requirements of the colleges/schools,
taking into account the type of degree programme (students’ specialization).
Description
Doctoral thesis (Education)
Keywords
Higher Education Institutions, Students satisfaction, Service quality, Responsiveness, Guardian education, Parent education
Citation
SUru, M.H. (2015). Students’ satisfaction with service quality in Higher Education Institutions (HEIs): The perspective of students’ expectations and perceptions in Tanzania (Doctoral thesis). The University of Dodoma, Dodoma.