Impact of Perceived Service Quality on Students’ Satisfaction

Abstract

The contribution of services to the world economy is rapidly growing ever before which forces the marketers to focus on delighting the customers with the extended high quality service offers. Globalization paved a way to increase competition and the quality concerns all over the word.  Service quality and customer satisfaction are the two different constructs which are researched persistently since the past and still remains with their prominence. Nowadays, most of the universities in Sri Lanka started to realize the importance of perceived service quality and the satisfaction of students in the higher education with the emergence of new private universities and other higher education institutions. This research aimed to investigate the impact of students’ perceived service quality and their satisfaction. The data collected from the students through the issuance of questionnaires which used the five point Likert scale as the measurement scale. The result revealed that there is a significant positive correlation between students’ perceived service quality and their satisfaction. Moreover, all the service quality dimensions expose a significant positive correlation with students’ satisfaction where the empathy and responsiveness are the most influencing dimensions on satisfaction.

Keywords: Perceived Service Quality, Service Quality Dimensions, Students’ Satisfaction, SERVQUAL