Assessment of Students' Satisfaction of Facility Service Quality in Private Universities

Abstract

Through globalization, the demand for high-quality education is increasing significantly, leading to rising competition among universities and colleges for enhancing educational services and attracting more students to enroll. Meanwhile, students are always looking for and demanding the most proper environments to experience education and have the foundation to find a job after graduation. This need leads to the tendency that education becomes a service that benefits both private education enterprises and their potential customers. Nevertheless, the private institutions might not have the reputation and sponsorship from the government as public universities. Therefore, the importance of studying the determinants of student satisfaction with the quality of services provided is increasingly essential and required for private educational institutions. This research aims to propose a research model in calculating the level of student satisfaction with the facility service quality in private institutions. This study was conducted using a questionnaire to survey 221 students of the FPT University Da Nang campus in the Fall semester of 2020. This research attempts to examine the relationship between facility service quality and student satisfaction, along with investigating the key factors in the aspects of service quality that contribute significantly to student satisfaction. The findings of this study identify the factors and the impact degree of these factors on student satisfaction of facility service quality in private universities.