Abstract:
Despite policy efforts to promote higher learning in Tanzania, reports show persistent student
dissatisfaction, revealing the extant inadequate quality measurement models. The study
examined the fundamental elements causing dissatisfaction using an extended SERVQUAL
model with additional variables, perceived transparency mediated by trust. Researchers
collected quantitative data from 398 third-year higher learning students. The structural
equations modelling result shows that reliability, perceived transparency, and trust in an
institution significantly predict satisfaction. Further, trust partially mediates the influence of
perceived transparency on student satisfaction. Evidence from this study suggests that
education policy geared to promote the expertise of service providers and punctuality of
service offering, transparency in service offering, and social responsibility of service provision
is adequate for student satisfaction. Future research can look into a cross-level of economic
development, groups of students—analysis of satisfaction determinants, and test the trans parency—trust-based SERVIQUAL Model in quality struggling sectors in Tanzania and other
developing countries. Also, studies can test how satisfaction mediates the effect of quality on
academic performance.
