Md. Amanur Rahman1, Sayed Azharul Islam1, Nur-E-Alam Siddiki1, Ripon Kumar Paul1*, and Prosenjit Tarafdar1
1Human Resource Management Discipline, Khulna University, Khulna 9208, Bangladesh.
*Correspondence: ripon.paul@hrm.ku.ac.bd (Ripon Kumar Paul, Lecturer, Human Resource Management Discipline, Khulna University, Khulna 9208, Bangladesh).
Powered by Froala Editor
ABSTRACT
This study investigates the effects of service quality of higher education institutions on student satisfaction using the SERVQUAL model. Conducted in the Khulna region, Bangladesh, the quantitative research collected data from students across various universities using a questionnaire comprising 24 Likert scale statements. SPSS v27 was used for statistical analysis. The findings revealed a positive and significant effect of university service quality on student satisfaction. The study also suggested that the service quality of the universities can explain a 90% variation in student satisfaction. These findings have the potential to empower educational institutions in identifying areas of strength and improvement, fostering continuous growth and benchmarking against peers. Prospective and current students can leverage this study to evaluate or plan for higher education institutions. The study was limited on various fronts including time constraints, financial limitations, and probable respondents’ biases. Addressing these limitations can enhance the accuracy and applicability of future studies.
Keywords: Higher education, Service quality, Student satisfaction, and SERVQUAL.
Citation: Rahman MA, Islam SA, Siddiki NEA, Paul RK, and Tarafdar P. (2024). Effects of service quality on student satisfaction: a study using the SERVQUAL model, Int. J. Manag. Account. 6(3), 40-54. https://doi.org/10.34104/ijma.024.040054
Powered by Froala Editor