Revisiting Student Satisfaction through Servqual: Private Tertiary Education Perspective


The objective of the study is to explore the relationship between the SERVQUAL dimensions of service quality and student satisfaction. Factor analysis, multiple regression, t-test, and ANOVA were employed to analyze data. A sample size of 119 was gathered from four private universities in Dhaka and respondents were students. Finally, 117 were found suitable for analysis. The study reveals that responsiveness, assurance, empathy, and student quality have significant influence on student satisfaction. Among these, assurance illustrated the strongest influence on student satisfaction followed by empathy and student quality. These findings can be valuable inputs for academic leaders to enhance student satisfaction. In this endeavor, student quality is being incorporated as an additional dimension of SERVQUAL. This realistic contribution may modify academic leaders to think in a progressive way in assessing student satisfaction in future. Finally, the study discloses that overall service quality has a positive significant influence on student satisfaction.

Keywords: Higher Education, Service Quality, Student Quality., Student Satisfaction

Article Review Status: Published

Pages: 119-137 (Download PDF)

Creative Commons Licence
This work by European American Journals is licensed under a Creative Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License