Abstract
Ensuring the quality of higher education is the major concern of a developing country like Bangladesh. Despite having many universities as options, people are still fascinated to study in the University of Dhaka. This paper attempts to determine the quality of higher education in Bangladesh by measuring the service quality of the University of Dhaka based on the responses of the students. To evaluate its overall service quality 5 variables have been considered, such as tangibility, responsiveness, assurance, reliability, and empathy. The study conducted a survey of 200 respondents including current and past university students. The result shows there is a mediocre level of satisfaction among the respondents on quality issues. Why the students are not overall satisfied and specifically on which criteria they are not satisfied have been clearly demonstrated in this paper. The study has also recommended along with the findings what new adjustments the university authority make in this context.
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