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Effect of Service Quality on Students’ Satisfaction in Nigerian Universities

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Effect of Service Quality on Students’ Satisfaction in Nigerian Universities

ABSTRACT

This study investigated the indices of service quality (SQ) and their implications on student satisfaction (SS) in South-East Nigerian universities. Based on the theory of planned behavior and a conceptual service quality model, the responses of respondents were analyzed with simple regression analysis using SPSS version 21. Findings show that institutional infrastructure has a significant positive effect on student satisfaction with a p-value (0.000) less than Alpha (0.05), while teaching output has a significant positive effect on student satisfaction. We, therefore, concluded that service quality has a significant positive effect on students’ satisfaction in Nigerian universities. The study recommends among others that higher education managers should continuously improve their service quality by managing it with the goals of satisfying the students and beating the competition, which seems to be intense and devote more serious attention to students’ expectations and how they perceived service quality. The theoretical and practical relevance of the study were discussed.

Keywords: Service Quality; Plan Behavior; Institutional Infrastructure; Students’ Satisfaction; Nigeria Universities

by

Chiana C. A. & Okpara, G. S.

FULL PDF  |  DOI: 10.5281/zenodo.7948819

 

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