Impact of Service Quality on Students’ Satisfaction in a Ghanaian Public Tertiary Institution

Eshun, Eric Francis; Badu, Anthony Kofi; Korwu, P.

doi:10.5296/ijld.v8i3.13447

Cited by 4 publications

(6 citation statements)

References 17 publications

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“…This is consistent with a study done in Ghana, which assessed the student's satisfaction with the quality of service offered by the public higher education institutions. 26 However, this result was lower than the international students satisfaction 27 and physiotherapy students of Taif University, Saudi Arabia. 28 The possible reasons could be that physiotherapy education in Ethiopia is relatively new when compared to the other countries.…”

Section: Discussionmentioning

confidence: 72%

Factors Influencing Student’s Satisfaction in the Physiotherapy Education Program

Temesgen¹,

Girma²,

Dugo³

et al. 2021

AMEP

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Background: Despite the expansion of the physiotherapy program over the past decade in Ethiopia, there is modest knowledge of the extent of physiotherapy students' satisfaction. This study was conducted at the Department of physiotherapy, University of Gondar in Ethiopia. Purpose: The objective of this study was to assess the satisfaction of students with the teaching and learning process and to identify the factors influencing course satisfaction amongst physiotherapy students. This questionnaire survey investigated the effects of demographic variables, perceptions of satisfaction, and education-related parameters on the level of student satisfaction with their educational experience. Methods: An institutional-based cross-sectional study was conducted by recruiting entrylevel physiotherapy students during 2018. Data were collected from a sample of 173 physiotherapy students using structured and validated self-administered Students Satisfaction Questionnaires. Logistic regression model was used to identify factors significantly associated with student satisfaction in the teaching and learning process. Results: Out of 173 participants, most of them 112 (64.7%) were male and the majority of them (37%) were third-year students. The overall student satisfaction was 33.1% for all categories. Awareness about physiotherapy education before enrolling into the physiotherapy educational program (AOR 6.3, 95% CI: 2.2-17.8), year of study (AOR 0.12, 95% CI: 0.02-0.67) and availability of classroom furniture (AOR 0.05, 95% CI: 0.04-0.66) were statistically significant associated factors for student satisfaction. Conclusion: The overall student's satisfaction on the learning and teaching process was low, in particular, the satisfaction for the clinical training is also below par, which is a major concern. Area of intervention and endorsements identified by this study was information about physiotherapy before joining the university, course duration, and availability of the classroom furniture. The efforts to raise physiotherapy student satisfaction in Ethiopia shall focus on creating awareness of the physiotherapy education program at the pre-college level and improving classroom facilities in the first place.

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Section: Discussionmentioning

confidence: 72%

Factors Influencing Student’s Satisfaction in the Physiotherapy Education Program

Temesgen¹,

Girma²,

Dugo³

et al. 2021

AMEP

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“…This study discloses reasonable results to conclude that student satisfaction is affected by both academic and non-academic services. Previous studies on this area also found a significant positive relationship between these variables in different contexts (Eshun et al, 2018;Hassan et al, 2019). However, most of the studies focused on the effects of academic service on student satisfaction (Manik & Sidharta, 2017;Hassan et al, 2019;Hwang & Choi, 2019).…”

Section: Discussionmentioning

confidence: 94%

“…However, the results of this study cannot be taken as independent of other factors present in the regular university environment, which also plays a role in student satisfaction. But as the global competitiveness in higher education is growing worldwide, one can understand the importance of these variables for student satisfaction (Eshun et al, 2018).…”

Section: Discussionmentioning

confidence: 99%

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Impact of Academic and Non-Academic Service Quality on International Students Satisfaction in Chinese Universities

Kalim¹,

Tran²,

Bibi³

et al. 2022

JEL

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Satisfied students are easy to retain and perform better in academics. That consequently affects higher educational institutions’ success and reputation. To become a top higher educational institution, every institution tries to provide the best academic facilities and services to its students. However, non-academic services are not given equal importance in academic settings, which could significantly determine students’ satisfaction. Therefore, this paper aims to examine the impact of academic and non-academic service quality on international student satisfaction in China. This study followed a deductive approach and is carried out in a non-contrived setting. The convenience sampling technique was used in the study for data collection. A total of 143 responses from the international students is received through an online survey. Descriptive and Structured Equation Modeling (SEM) analysis techniques were performed for analyzing the variables. The results indicate that both academic and non-academic service quality equally contributes to student satisfaction. The findings of this study reveal that non-academic services aspects are as important as academic services when it comes to affecting student satisfaction. This study highlights the significance of different service quality dimensions for student satisfaction which is sometimes not given equal importance in the educational environment. The trend of the internationalization of education in China is increasing rapidly. The higher educational institutions in China need to acknowledge different aspects of students’ satisfaction to become a top higher-level educational destination for international students.

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“…Although the modified SERVQUAL Theory has been used extensively to measure service quality and satisfaction mainly in the banking sector (Pakurár et al 2019), it is important to note that the SERVQUAL Theory is an appropriate assessment tool for measuring service quality perceptions of clients generally. A few studies on DE in the Ghanaian context have been cited to use the SERVQUAL Theory (Eshun, Badu, and Korwu 2018;Gonu and Agyepong 2016). Given the gap identified and the fact that the modified SERVQUAL model has proven to be an effective tool to assess service quality globally, we deem it appropriate to assess the dimensions of the UG DE service quality from students' perspectives.…”

Section: Introductionmentioning

confidence: 99%

Service Quality Satisfaction: Perceptions of Ghanaian Higher Education Students Learning at a Distance

Amponsah

Agyekum

2021

Preprint

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Assessing students’ satisfaction of service quality is vital to educational service providers. This qualitative study hence employed the SERVQUAL Theory to explore the perspectives of 30 distance learning students on the quality of services provided at the University of Ghana Learning Centres. The participants were purposively selected and engaged in in-depth qualitative interviews through a semi-structured interview guide. Our findings revealed varied satisfaction levels with the five dimensions of quality of service: reliability, assurance, responsiveness, tangibility, and empathy. The findings revealed that students’ perceptions of the tangibility and empathy dimensions were negative. We thus advocate leveraging the three dimensions perceived to be satisfying among students while ensuring improvements in the two other dimensions that elicited no satisfaction. Consequently, we offer recommendations framed by UNESCO that may be of interest to providers and managers of distance education programmes in similar learning centres.

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Impact of Service Quality on Students’ Satisfaction in a Ghanaian Public Tertiary Institution

Cited by 4 publications

References 17 publications

Factors Influencing Student’s Satisfaction in the Physiotherapy Education Program

Factors Influencing Student’s Satisfaction in the Physiotherapy Education Program

Impact of Academic and Non-Academic Service Quality on International Students Satisfaction in Chinese Universities

Service Quality Satisfaction: Perceptions of Ghanaian Higher Education Students Learning at a Distance

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