Abstract
The development and growth of every economy depend on the contributions of higher education. Universities are responsible for the generation and dissemination of knowledge in the socio-economic benefits of a country. Service quality is vital for higher education institutions to remain competitive and growing. Higher educational institutions have seen the need to place a greater value on improving their activities to meet students’ perceptions and expectations to ensure satisfaction. Student satisfaction is vital in determining service quality at higher educational institutions. To have a competitive edge, higher institutions are required to build a stronger bond with students by providing the value for service delivery. The main purpose of this study is to assess student’s satisfaction with services provided at the School of Business, Valley View University. A cross-sectional adopted questionnaire survey involving 100 students were conducted using the SERVQUAL Model with five Service Quality dimensions: tangibles, reliability, responsiveness, empathy, and assurance. The data were analyzed with SPSS software in generating the mean and standard deviation and the regression results. The results of the study showed that service quality and its dimensions of assurance, tangible, and responsiveness provide at the School of Business were very satisfied, however, Empathy was moderately satisfied. Indicated that students had high expectations on services provided at the School of Business. It has also confirmed satisfaction can be 100% accounted for by service quality dimensions of Assurance, Tangible, Responsiveness, Reliability and Empathy. The study recommends that School of Business must attend to student’s needs by providing individual attention to solving the unique challenges of students.
Highlights
Higher educational institutions are required to play significant role in assessing service quality to encourage students’ satisfaction
University education is the best platforms for students get a lot of opportunities to develop their capabilities, career, and unlocking their potentials which means that the educational service delivery must be of quality.The awareness of quality service delivery in higher education has increased considerably globally
From the perspective of the students at Valley View University in Ghana, the study assesses students’ satisfaction using a tested SERVQUAL model developed by Parasuraman (1988), which has five dimensions at the School of Busines which consist of tangibles, reliability, responsiveness, empathy, and assurances
Summary
Higher educational institutions are required to play significant role in assessing service quality to encourage students’ satisfaction. Student satisfaction measures the perception and expectations of a student relating to a service provided by the School/Faculty and the University at large. University education is the best platforms for students get a lot of opportunities to develop their capabilities, career, and unlocking their potentials which means that the educational service delivery must be of quality.The awareness of quality service delivery in higher education has increased considerably globally. From the perspective of the students at Valley View University in Ghana, the study assesses students’ satisfaction using a tested SERVQUAL model developed by Parasuraman (1988), which has five dimensions at the School of Busines which consist of tangibles, reliability, responsiveness, empathy, and assurances. Responsiveness entails readiness or willingness of staff to respond to service needs of students. Empathy is the care and attention given to individual students based on a particular need
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