Quality Service Provision and Students Satisfaction at Akenten Aooiah-menka University of Skills Training and Entrepreneurial Development: Implications for University management

Abstract

The aim of this study was to investigate the factors that affect quality service provision and students’ satisfaction at Akenten Appiah-Menka University of Skills Training and Entrepreneurial Development. Descriptive survey research was used for the study. Simple random sampling was used to select third and final year undergraduate students in Kumasi and Mampong campuses.The total population of the study was 1642. Parasuram’s SERQUAL instrument type of questionnaire was adopted as a research instrument for data collection. The internal consistency of the 32-items yielded a Cronbach Alpha value of 0.91. The data gathered were quantitatively analysed with the use of descriptive and inferential statistics. The results of the study showed a statistically strong and direct relationship between quality in commitment, social and financial bonds, communication, general academic conditions and administrative support and students’ satisfaction which in turn influenced institutional image and students’ loyalty. This indicates that students had high expectations in the five-dimensional variables that stood as proxy for quality service provisions by the University. It was recommended that university management should appoint competent academic and administrative staffs to positions, provide them with adequate professional development programmes to improve their commitment in teaching and learning, communication and other service provisions. More so, management should be proactive towards adequate infrastructural provision for students in order to improve their academic work in a conducive learning environment. Lastly, the study will benefit other universities in Ghana to identify cost effective ways of improving service quality provision.

Application of the Service Quality Method to Assess the Quality of Administrative Services at universities

“…Layanan yang berkualitas tidak hanya dinilai dari pelayanan yang diberikan oleh staff, namun dinilai juga kenyamanan mahasiswa selama melakukan kegiatan administrasi dan lingkungan tempat mahasiswa menerima layanan (Ali et al, 2023;Osei-Owusu, PhD, 2021;Shyafary & Soeprapto, 2022). Menurut Parasuraman (Parasuraman et al, 1985) service quality terdiri dari lima dimensi kualitas pelayanan, yaitu reliability (kehandalan), assurance (keyakinan/jaminan), emphaty (empati), responsiveness (daya tanggap), dan tangibles (bukti fisik) (Chandra et al, 2018;Gasni & Fernandez, 2021;Huong Le et al, 2023).…”

Students’ Perceived M-Learning Quality: An Evaluation and Directions to Improve the Quality for H-Learning

“…The concept of quality is difficult to describe correctly, particularly in higher education systems since educational establishments have complete sovereignty in determining their vision and goals [52]. Service quality in higher education is the difference between what any student anticipates and what they receive in the service delivery process [53]. Aburub and Alnawas [54] expressed the quality within the context of educational systems as a "degree of excellence" that educational institutions should enhance regularly.…”