Publicação
The effects of service quality on students' satisfaction, associated with the academic performance in higher education
| Resumo: | Nowadays, with increased competition, Service quality became the main concern of the higher education institutions to improve their educational criteria. Service quality is customers’ assessment of the organization’s performance and its amenities and, the fundamental responsibility in assuring service quality is to provide services that satisfy customers’ needs. The purpose of this dissertation is to examine the impact of service quality dimensions on the overall students’ satisfaction. In addition, the objective is to find out the relationship between overall students’ satisfaction and their academic performance. The SERVQUAL model of Parasuraman and Berry (1988) that represent five key dimensions namely reliability, responsiveness, assurance, empathy and tangibility have been used to measure the research objectives in order to generate information based on student satisfaction that may guide Universities’ efforts for improvement in academic and non- academic aspects ultimately to provide a better service to their students. The research employs questionnaires as the primary data collection instrument and a non-probability sampling strategy "convenience sampling" of n=300 full-time students. Using statistical methods to analyze the data, the results have shown a significant and positive impact of empathy, responsiveness, assurance on students’ satisfaction, and from a weak to moderate impacts of reliability and tangibility on students’ satisfaction. This implies that students may tolerate deficiencies in the physical facilities if he/she received acceptable educational level and vice versa. Therefore, higher education institutions need to be aware of the service quality dimensions that influence their students' due to considered as a direct indicator of their satisfaction. The data analysis also showed that satisfaction promotes academic performance and improved outcomes, the research agenda, and discourse should turn to the capacity of administrators to promote improved student satisfaction. It is therefore critical that higher educational institutions begin gauging student satisfaction in some form. This may prompt them to utilize systematic feedback from students on services and programs offered, with the goal of improving student educational outcomes. That satisfied students are committed and motivated to reinforce their academic performance and improve themselves by gaining the desired knowledge and skills after graduation. |
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| Autores principais: | Aicha, Omar Abou |
| Assunto: | Satisfaction Academic performance Service quality Satisfação Performance académica Qualidade de serviços Ciências Sociais::Economia e Gestão |
| Ano: | 2018 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade do Minho |
| Idioma: | inglês |
| Origem: | RepositóriUM - Universidade do Minho |
| Resumo: | Nowadays, with increased competition, Service quality became the main concern of the higher education institutions to improve their educational criteria. Service quality is customers’ assessment of the organization’s performance and its amenities and, the fundamental responsibility in assuring service quality is to provide services that satisfy customers’ needs. The purpose of this dissertation is to examine the impact of service quality dimensions on the overall students’ satisfaction. In addition, the objective is to find out the relationship between overall students’ satisfaction and their academic performance. The SERVQUAL model of Parasuraman and Berry (1988) that represent five key dimensions namely reliability, responsiveness, assurance, empathy and tangibility have been used to measure the research objectives in order to generate information based on student satisfaction that may guide Universities’ efforts for improvement in academic and non- academic aspects ultimately to provide a better service to their students. The research employs questionnaires as the primary data collection instrument and a non-probability sampling strategy "convenience sampling" of n=300 full-time students. Using statistical methods to analyze the data, the results have shown a significant and positive impact of empathy, responsiveness, assurance on students’ satisfaction, and from a weak to moderate impacts of reliability and tangibility on students’ satisfaction. This implies that students may tolerate deficiencies in the physical facilities if he/she received acceptable educational level and vice versa. Therefore, higher education institutions need to be aware of the service quality dimensions that influence their students' due to considered as a direct indicator of their satisfaction. The data analysis also showed that satisfaction promotes academic performance and improved outcomes, the research agenda, and discourse should turn to the capacity of administrators to promote improved student satisfaction. It is therefore critical that higher educational institutions begin gauging student satisfaction in some form. This may prompt them to utilize systematic feedback from students on services and programs offered, with the goal of improving student educational outcomes. That satisfied students are committed and motivated to reinforce their academic performance and improve themselves by gaining the desired knowledge and skills after graduation. |
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