Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions

Abstract

This study attempts to examine the relationship between service quality dimensions and overall service quality (tangibility, responsiveness, reliability, assurance, and empathy) and students satisfaction. Furthermore, this study is also examine critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance, and empathy) that contributes most to the satisfaction of the students. This study was conducted using a set of questionnaire to 200 bachelor degree students from two private higher education institutions. The study will provide results from empirical test of these relationships. The empirical results of this study can provide support for the Parasuraman's SERVQUAL (1985), which related to the factors contributing to students' satisfaction.