Service Quality Variables for Assessing Students’ Satisfaction in Higher Learning Institutions: Evidence from Empirical Literature Review

Authors

  • Hawa Uiso
  • Joseph Magali

Abstract

The relationship between service quality and students’ satisfaction is an important aspect to be observed by Higher learning institutions in order to promote students’ enrolment. Service quality influences the students’ satisfaction and it is a prerequisite for increased number of graduates and hence educated people in any country. Parasuraman et al. (1988) argued that the assessment of the customers’ overall superiority of service offered is based on service quality. This paper discusses the relationship between service quality and university students’ satisfaction from empirical literature review. The objective of this paper was to assess the influence of service quality on students’ satisfaction basing on studies conducted in various countries in the world. The findings are, to the authors’ best knowledge that few studies have been done to assess the influence of service quality on students’ satisfaction in Tanzania. The study recommends that there is a need to conduct more studies in higher learning institutions in Tanzania.

Author Biographies

Hawa Uiso

The Open University of Tanzania, Dar es salaam 

Joseph Magali

The Open University of Tanzania, Dar es salaam 

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Published

2018-04-17