Relationship between perceptions of service quality on students' satisfaction: A case study of Myanmar commercial university (MCU)

Abstract

This study aims to evaluate the relationship between perceptions of service quality on students' satisfaction, A case study of Myanmar Commercial University (MCU). In the SERVQUAL model of service quality, five factors were used for this study: tangibility, reliability, responsiveness, assurance and empathy. The target population is 343 students from online classes who actively enrolled during the academic session of half-year of 2022 in Myanmar Commercial University (MCU). A sample of 185 students was selected using the simple random sampling method. According to the findings of the study, all five dimensions of the SERVQUAL model. This indicates that students are strongly satisfied with the service provided to them; hence; their perception is good. Myanmar Commercial University (MCU) must train both academic and non-academic staff to possess the organization's knowledge and to be courteous and friendly with students at all times. Myanmar Commercial University (MCU) should provide prompt service, and extra priority must also be given to service-related problems.