Service quality affecting student satisfaction in higher education institutions in Ghana

被引：4

作者：

Amoako, George Kofi ^{[1
,2
]}

Ampong, George Oppong ^{[3
]}

Gabrah, Antoinette Yaa Benewaa ^{[1
,4
,5
]}

de Heer, Felicia ^{[6
]}

Antwi-Adjei, Alex ^{[3
]}

机构：

[1] Ghana Commun Technol Univ Tesano, Mkt Dept, Accra, Ghana

[2] Durban Univ Technol, Mkt Dept, Durban, South Africa

[3] Ghana Commun Technol Univ Accra, Business Sch, Haatso, Ghana

[4] Acad City Univ Coll, Mkt Dept, Haatso, Ghana

[5] Univ Profess Studies Accra, Mkt Dept, Haatso, Ghana

[6] Cent Univ, Mkt Dept, Haatso, Ghana

来源：

COGENT EDUCATION | 2023年 / 10卷 / 02期

关键词：

student satisfaction; administrative services; academic services; physical evidence; service quality; higher learning institutions; EXPERIENCE; PERCEPTIONS; LOYALTY; SCALE; MODEL; IMAGE;

D O I：

10.1080/2331186X.2023.2238468

中图分类号：

G40 [教育学];

学科分类号：

040101 ; 120403 ;

摘要：

Higher education stakeholders have re-strategized to identify the unique competitive causes of comfortability among students' satisfaction. Student satisfaction has been largely observed in the literature as a significant strategy and competitive factor for higher education providers. This has compelled institutions to implement quality measures to attract and retain both potential and current students. Therefore, this research is to explore the determinants of student satisfaction. Cross-sectional data was generated from a purposive sample of 400 students across higher education institutions in Ghana. The data was analysed using multiple regression. Expectation theory is the theory that unpins this study. The results reveal that administrative services, academic services, and physical evidence are significant components of service quality. The outcomes of the study show there is a positive and significant relationship between satisfaction, academic services, and administrative services; physical evidence influence student satisfaction.

引用

页数：18

共 79 条

[1]

Abdulkhaliq SS., 2019, MANAGEMENT EC, V4, P163, DOI [10.24818/mer/2019.12-07, DOI 10.24818/MER/2019.12-07]

[2] Influence of facilities performance on student's satisfaction in Northern Nigerian universities Results from interim study [J].

Abdullahi, Isa ;

Yusoff, Wan Zahari Wan .

FACILITIES, 2019, 37 (3-4) :168-181

[3]

Al-Laymoun M., 2020, Management Science Letters, V10, P209, DOI [https://doi.org/10.5267/j.msl.2019.8.002, DOI 10.5267/J.MSL.2020.5.023]

[4] Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities [J].

Ali, Faizan ;

Zhou, Yuan ;

Hussain, Kashif ;

Nair, Pradeep Kumar ;

Ragavan, Neethiahnanthan Ari .

QUALITY ASSURANCE IN EDUCATION, 2016, 24 (01) :70-94

[5]

Ali K., 2018, AL ABQARI J ISLAMIC, V6, P156

[6]

Ali M., 2020, Modern Principles, Practices, and Algorithms for Cloud Security, P162

[7] Student e-learning service quality, satisfaction, commitment and behaviour towards finance courses in COVID-19 pandemic [J].

Ali, Muhammad ;

Puah, Chin-Hong ;

Fatima, Shafaque ;

Hashmi, Anum ;

Ashfaq, Muhammad .

INTERNATIONAL JOURNAL OF EDUCATIONAL MANAGEMENT, 2022, 36 (06) :892-907

[8]

Allam Z., 2018, Management Science Letters, V8, P437

[9] Investigating the effects of quality factors and organizational factors on university students' satisfaction of e-learning system quality [J].

AlMulhem, Ahmed .

COGENT EDUCATION, 2020, 7 (01)

[10] Conceptual model of student satisfaction in higher education [J].

Alves, Helena ;

Raposo, Mario .

TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE, 2007, 18 (05) :571-588

← 1 2 3 4 5 6 7 8 →