About this paper

Appears in:
Pages: 9694-9701
Publication year: 2018
ISBN: 978-84-09-05948-5
ISSN: 2340-1095
doi: 10.21125/iceri.2018.0792

Conference name: 11th annual International Conference of Education, Research and Innovation
Dates: 12-14 November, 2018
Location: Seville, Spain

SERVICE QUALITY AND STUDENTS’ LEVEL OF SATISFACTION IN HIGHER EDUCATION

L. Bosu, P.Y. Asare, E.K. Agormedah

University of Cape Coast (GHANA)
The proliferation of higher educational institutions in the country places burdens on existing ones on the need to ensure that services provided by them meet students’ needs and interest. Examining current students’ satisfaction with the services provided in these existing universities, therefore, becomes very important. This study examined students’ perceived level of service quality and its relationship with their level of satisfaction in a public university in Ghana. A descriptive cross-sectional survey design was used. SERVQUAL and SLS questionnaires were used to gather relevant data on service quality and students’ level of satisfaction respectively. Out of a population of 1396 third and fourth-year education business students, 550 were randomly selected for the study. The data were analysed through the use of descriptive statistics (mean and standard deviation) and inferential statistics (Pearson Product Moment Correlation Coefficient). The study found that the students’ perceived level of service quality and their level of satisfaction was moderate. The study found a significant strong positive relationship between service quality and students’ satisfaction (r = 0.70, p < 0.01). It was recommended that the University should continuously improve their service delivery and that much focus should be placed on students’ interest and needs.
@InProceedings{BOSU2018SER,
author = {Bosu, L. and Asare, P.Y. and Agormedah, E.K.},
title = {SERVICE QUALITY AND STUDENTS’ LEVEL OF SATISFACTION IN HIGHER EDUCATION},
series = {11th annual International Conference of Education, Research and Innovation},
booktitle = {ICERI2018 Proceedings},
isbn = {978-84-09-05948-5},
issn = {2340-1095},
doi = {10.21125/iceri.2018.0792},
url = {http://dx.doi.org/10.21125/iceri.2018.0792},
publisher = {IATED},
location = {Seville, Spain},
month = {12-14 November, 2018},
year = {2018},
pages = {9694-9701}}
TY - CONF
AU - L. Bosu AU - P.Y. Asare AU - E.K. Agormedah
TI - SERVICE QUALITY AND STUDENTS’ LEVEL OF SATISFACTION IN HIGHER EDUCATION
SN - 978-84-09-05948-5/2340-1095
DO - 10.21125/iceri.2018.0792
PY - 2018
Y1 - 12-14 November, 2018
CI - Seville, Spain
JO - 11th annual International Conference of Education, Research and Innovation
JA - ICERI2018 Proceedings
SP - 9694
EP - 9701
ER -
L. Bosu, P.Y. Asare, E.K. Agormedah (2018) SERVICE QUALITY AND STUDENTS’ LEVEL OF SATISFACTION IN HIGHER EDUCATION, ICERI2018 Proceedings, pp. 9694-9701.
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