The Role of Service Quality Influence on Students’ Satisfaction in Tanzanian Higher Learning Institutions: A Preliminary Investigation
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Date
2023-02-15
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Abstract
Abstract
From a student’s perspective, the essential functions of a higher learning institution (HLI)
include providing students with the teaching and learning infrastructures lodgings, assigning
experts to sharpen students' theoretical and applied knowledge and critical thinking skills, and
offering social, cultural, and athletic activities. However, as public financial support is shared
among many HLIs in Tanzania, the HLI needs to increase its monetary fund through tuition
collection. Quality services that meet the student’s expectations increase the student’s
satisfaction which in turn encourages the enrollment of future students through the spread of
positive word of mouth about the HLI. In analysing how the HLIs students have defined service
quality dimensions and satisfaction, the researcher collected qualitative data from 15 final-year
students from science, social science, and business disciplines. They were analysed using
content analysis. The result shows that researchers can use additional items to measure specific
service quality dimensions: perceived transparency and trust in an institution on top of the
conventional (service quality, (SERVQUAL)) items measured by past researchers. In addition,
the researcher identifies two additional service quality dimensions: perceived transparency and
trust in an institution. This article explains how researchers can use service quality dimensions
pertinent to the study environment to find more systematic to enhance the literature on service
quality.
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Keywords: Perceived transparency, SERVQUAL dimensions, Student satisfaction and trust in an institution.