The Impact of Service Quality on Students’ Satisfaction in Higher Education: An Empirical Investigation

Abstract

The purpose of the study is to investigate students’ satisfaction with higher education service quality and examine its relationship with overall student satisfaction. Ensuring high-quality education enhances the sustainability and growth of the institution. The sustainability of higher education institutions largely depends on their ability to meet or exceed students’ expectations of the service provided by the institution. The findings of the study are based on primary data collected from 300 students via a standardized questionnaire. The study found that overall service quality has a statistically significant impact on student satisfaction. Among the service quality factors evaluated, reliability and empathy have the strongest positive impact on student satisfaction. Further indicate that high levels of satisfaction with assignments and exams, evaluation methods, and lecturers’ knowledge and expertise. However, satisfaction levels are quite low in areas such as comprehending students’ particular issues, the availability of career guidance services, and administrative assistance. Therefore, the study suggests that student support systems should be strengthened by enhancing career advising and counseling services, increasing administrative responsiveness, and cultivating a more student-centered institutional culture. Furthermore, increased investment in physical and technological infrastructure would improve the tangible aspect of service quality. Overall, the study emphasizes the importance of using a comprehensive and integrated approach to service quality management in higher education institutions to improve student satisfaction while also encouraging long-term institutional sustainability and growth.