Students’ Perspective towards Educational Service Quality in Ethiopian Public University: A Triangulation Approach

Abstract

In higher education, evaluating educational service quality from students’ perspective is vital to pinpoint institutional strengths and identify areas for improvement. The main purpose of this study was to examine students’ perspective towards education service quality of a public University in Ethiopia. Using qualitative case study design, the study employed purposive sampling technique to select participants including regular undergraduate students, student union representatives, teachers, department heads, college deans and student service directorate director. Semi-structured interview was conducted with twenty participants, consisting of six teachers, four student union representatives, five department heads, four college deans and one student service directorate director. Meanwhile, focus group discussion was conducted with twelve purposefully selected students. The thematic qualitative data revealed that students’ perception towards educational service quality of the University was found to be poor. This study further uncovered that poor provision of educational services affects students’ learning. Based on the findings, conclusions, recommendations and directions for further studies were forwarded.