scholarly journals Service Quality Dimensions of Higher Education Institutions and Students’ Satisfaction: Bangladesh Perspective

2021 ◽  
Vol 9 (2) ◽  
pp. 13
Author(s):  
Dhiman Barua ◽  
Md. Sarwar Uddin
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Higher Education Institutions ◽  
Research Direction ◽  
Future Research ◽  
Public And Private ◽  
Statistical Measures ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Students Satisfaction

Higher education institutions (HEI’s), both public and private are increasingly focusing on meeting students’ demand as students’ perception on quality of higher educational services are becoming more important. This paper is mainly attempted to examine the relationship between service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) and students’ satisfaction. To conduct the study, a total number of 207 respondents were taken as sample from eight universities including four public universities located in Dhaka and Chittagong. Five point Likert scale type questionnaire was used to collect the data. In this study, some statistical measures such as mean, standard deviation, correlation were used to analyze the linkage. The results found that there is a positive relation between service quality dimensions and students’ satisfaction specifically tangibles and reliability have significant influence on students’ satisfaction. The study also revealed that responsiveness, assurance and empathy have insignificant relation with students’ satisfaction. This paper concludes with limitation and future research direction.

scholarly journals Impact Of Service Quality On Students Satisfaction In Higher Education Institutions

2020 ◽  
Vol 6 (1) ◽  
pp. 1-18
Author(s):  
Roohul Amin ◽  
Dr. Asma Khuwaja ◽  
NisarAfridi
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Private Sector ◽  
Higher Education Institutions ◽  
Public And Private ◽  
Learning Stage ◽  
Quality Of Higher Education ◽  
Public And Private Sector ◽  
Students Satisfaction

In prevalent competitive environment of higher education institutions it has become vital for the institutional management to pursue for attainment of students satisfaction and maintain it throughout their stay in the institution during the course of study. Besides many predictors, the service quality is considered very vital factor in education sector to ensure students satisfaction all along their learning stage. Therefore, this research study aims to measure the relationship between the service qualities of higher education institutions with their customers (students) satisfaction. The service quality of higher education is determined by measuring various dimensions of service quality such as; the tangibility of institution and its infrastructure, reliability in its service delivery, responsiveness of its service providers, assurance and empathy. The research furthers its measurement of relationship of each dimension of service quality with students satisfaction level with a view to ascertain significance of each or otherwise. The research intends to investigate students of public and private sector universities of Khyber Pakhtunkhwa. The research is not only expected to determine the prevalent level students satisfaction and service quality of higher education, but also help to draw a comparative analyses between the public and private sector in this regard. The research would help the management of higher education institutions to revisit and regulate their strategies to deliver better service quality to its customers by focusing each dimension of the service quality individually.

SERVICE QUALITY OF PUBLIC AND PRIVATE PHYSIOTHERAPY INSTITUTES: A COMPARATIVE STUDY IN LAHORE

2019 ◽  
Author(s):  
Roohi Abbas
Keyword(s):  
Physical Therapy ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Quality Of Services ◽  
Sectional Study ◽  
Cross Sectional ◽  
Public And Private ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Background: Ever since quality of services is gaining importance in every industry as it is the indicator of consumer/customer satisfaction, it is of utmost importance to measure service quality of educational institutes to determine the satisfaction of students. Thus, the study aimed to determine the important factors in service quality dimensions which contribute to the satisfaction of students. Methods: This was a Comparative Cross Sectional study in which final year department of physical therapy (DPT) students were included from three private and three public physiotherapy institutes. Results: The largest mean Positive Gap scores for Public Physiotherapy Institutes was 0.18 for accessibility and affordability 0.18. The largest negative mean gap score for Private Physiotherapy domain was “Accessibility and Affordability” found to be -1.96. Conclusion: Students were satisfied with service quality of private institutes in all domains except for the “Accessibility and Affordability” whereas, in Public Institutes largest negative quality gaps were found in “Empathy” and “Assurance”.

Customer Satisfaction via Service Quality Dimensions

2016 ◽  
pp. 1829-1846
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

Customer Satisfaction via Service Quality Dimensions

2014 ◽  
Vol 5 (3) ◽  
pp. 32-48 ◽  
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Shiv Ratan Agrawal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Convergent Validity ◽  
Discriminant Validity ◽  
Future Research ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
The Relationship

The purpose of the study is to measure the customer satisfaction via service quality dimensions as a whole and individually in the context of stock broking services. A non probability convenient sampling approach has been used in the study. Respondents have been restricted to those who have the experience of trading in stock market through stock brokers. The sample consisted of 229 valid individual customers from Bhopal (MP), India through structured self-administrated questionnaire. Convergent validity, discriminant validity and reliability of the collected data were measured before testing of the research model. An exploratory factor analysis has been conducted using principal components analysis to determine the dimensions of financial service quality. A linear regression was performed to test the relationship between the service quality dimensions and customer satisfaction. The findings suggest that service quality as a whole and individually have a significant impact on customer satisfaction. The results of the study provide useful information for managers to improve service quality which leads to customer satisfaction. The findings were solely on stock broking services from Bhopal (MP) in India which impacts its generalisability. Replication of the present study might be required in other stock broking markets, to improve generalisability using larger samples. Another potential area for future research could be the link between service quality dimensions, customer satisfaction and customer loyalty and customer retention at stock broking services. The study is important considering the economic advantages of satisfying and retaining current customers as opposed to seeking for new customers which is essential in stock broking services. The paper contributes to the literature on stock broking services in India.

Service Quality and Customer Loyalty

2013 ◽  
Vol 3 (2) ◽  
pp. 1-19
Author(s):  
Albert Chong Yan Vun ◽  
Amran Harun ◽  
Jaratin Lily ◽  
Charlie Albert Lasuin
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Mediating Effect ◽  
Hierarchical Regression ◽  
Future Research ◽  
Study Results ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Survey Strategy

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer satisfaction on e-service quality and customer loyalty. The study employed survey strategy using a self-administered questionnaire with professionals working in different industries and business settings located in Sabah, Malaysia. Study results indicated that out of five e- service quality dimensions, efficiency, accessibility, privacy and responsiveness are positively affecting customer satisfaction but in contrast accessibility had insignificant impact on customer satisfaction. Meanwhile, efficiency, accessibility and responsiveness were found to have a positive and significant relationship with customer loyalty. The findings of hierarchical regression indicated that customer satisfaction partially mediated the effects of efficiency, privacy and responsiveness on customer loyalty. Based on these findings, the study implications and suggestions regarding future research are discussed.

scholarly journals Effects of Academic Quality and Service Quality on University Students’ Satisfaction

2021 ◽  
Vol 6 (2) ◽  
pp. 153
Author(s):  
Hanis Aqilah Rusnipa ◽  
Marshita Hashim ◽  
Shukriah Sa'ad
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Quantitative Research ◽  
Hypotheses Testing ◽  
Quality Service ◽  
Academic Quality ◽  
Public And Private ◽  
Future Studies ◽  
Klang Valley ◽  
Students Satisfaction

This study was conducted on the premise that Higher Education Institutions (HEIs) with strong reputation have superior market positions in the higher education sector. It empirically examined academic quality, service quality, and student's satisfaction in the context of HEIs. The investigation was conducted using quantitative research. Four hundred twenty-six questionnaires were collected from students in public and private HEIs in Klang Valley. Correlation analysis and multiple regression were used to analyze the influence of variables and hypotheses testing for the study. The findings showed a significant relationship between academic quality and service quality with students' satisfaction. The results show that HEIs should continue to reinvest in their resources and skills to ensure that their institutions are in a better position to meet the needs of their students and, at the same time, improve the branding and reputation of their institutions. Future studies should include other factors that may influence HEIs’ reputations (both positively and negatively). The findings may provide valuable guidelines to Malaysian HEIs in improving specific areas of academics quality and service quality.

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