Impact of service quality (SQ)‎ on student satisfaction: empirical evidence in the higher education context of emerging economy

Joint Authors

Ali, Kalsom
Uddin, Mahi
Khan, Muhammad Aktaruzzaman

Source

Al-‘Abqari : Journal of Islamic Social Sciences and Humanities

Publisher

Islamic Science University of Malaysia Faculty of Leadership and Management

Publication Date

2018-12-31

Country of Publication

Malaysia

No. of Pages

37

Main Subjects

Educational Sciences

English Abstract

This article represents a cross-sectional study of students studying across 7 private universities and one public university of Chittagong in Bangladesh.

Service quality dimensions have been described as a critical for student satisfaction and service organizations may substantial outcomes including student retention and monetary in a competitive market.

However, there is little empirical evidence of how service quality provided by tertiary educational institutions can influence student satisfaction in developing economy context.

Recognizing this significance, the study aims to investigate the impact of service quality on student satisfaction applying HEdPERF model proposed by Firdaus (2005).

We collected a designed questionnaires from 376 students selected randomly.

The findings indicate that the significant variables explaining student satisfaction as: administrative aspects, academic aspects, reputation, and access.

The implications of the study for university management were discussed and areas for future research were suggested.

Data Type

Conference Papers

Record ID

BIM-1131577

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