The Impact of Service Quality Provided by Admission and Registration Deanships at Jordanian Private Universities on Student Satisfaction

Abstract

The study aimed at measuring the impact of service quality provided by admission and registration deanships at Jordanian private universities on students' satisfaction. To collect information for the study, a questionnaire was developed and distributed on a random sample (n=258) of students who regularly visit the admission and registration deanship and finalize their registration traditionally. After conducting the relevant statistical analysis and testing hypotheses, the study reached the following conclusions:

Students are moderately satisfied with all dimensions of the service quality provided by admission and registration deanships at Jordanian private universities; namely tangibles, reliability, responsiveness, empathy and courtesy. It was also found that there is a statistically significant impact for the above-mentioned dimensions of service quality on students' satisfaction with the services provided by the deanship.

The study presented a number of recommendations including: holding relevant training courses about the art of dealing with the public, encouraging cooperative work and promoting the concept of synergy, educating students about the role of the admission and registration deanship at the university.

Keywords: service quality; customer satisfaction; admission and registration deanship; Jordanian private universities.