Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana
Purpose - The purpose of this paper is to explore the indicators of service quality from the perspective of graduating students in a public university in Ghana. The identified indicators of service quality were rated and the extent of satisfaction among the students was determined. Another issue exp...
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| Format: | Article |
| Language: | English |
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Emerald Publishing
2018-07-01
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| Series: | Higher Education Evaluation and Development |
| Subjects: | |
| Online Access: | https://www.emeraldinsight.com/doi/pdfplus/10.1108/HEED-10-2017-0006 |
| _version_ | 1817985938911920128 |
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| author | Precious Agbeko D. Mattah Albert Justice Kwarteng Justice Mensah |
| author_facet | Precious Agbeko D. Mattah Albert Justice Kwarteng Justice Mensah |
| author_sort | Precious Agbeko D. Mattah |
| collection | DOAJ |
| description | Purpose - The purpose of this paper is to explore the indicators of service quality from the perspective of graduating students in a public university in Ghana. The identified indicators of service quality were rated and the extent of satisfaction among the students was determined. Another issue explored was whether the satisfaction among the respondents inures to their loyalty to the university. Design/methodology/approach - A questionnaire was designed, pre-tested and administered to 500 graduating students, and 482 of them were returned for analyses. Principal component analysis was used to determine the indicators of service quality. Independent sample t-test and z-test for proportions were used to compare mean scores and proportions of respondents on various variables, respectively. Findings - The results revealed three indicators of service quality which include quality of academic services and facilities, quality of lecturers and quality of academic programs. Graduands were satisfied with academic services, lecturers and programs. They were, however, not satisfied with the quality of facilities. Majority of the respondents will remain associated with the university as a result of their satisfaction with the services, lecturers as well as programs of the university. It is recommended that the university works assiduously on improving infrastructural facilities to help boost the confidence of the students in the university. Originality/value - This paper argues that what constitutes quality service vary from one academic institution to the other. It is, therefore, needful for institutions to determine from the perspective of their students what may indicate quality service. |
| first_indexed | 2024-04-14T00:03:18Z |
| format | Article |
| id | doaj.art-ac6b3c75e2914e199058ab551108fbe8 |
| institution | Directory Open Access Journal |
| issn | 2514-5789 |
| language | English |
| last_indexed | 2024-04-14T00:03:18Z |
| publishDate | 2018-07-01 |
| publisher | Emerald Publishing |
| record_format | Article |
| series | Higher Education Evaluation and Development |
| spelling | doaj.art-ac6b3c75e2914e199058ab551108fbe82022-12-22T02:23:37ZengEmerald PublishingHigher Education Evaluation and Development2514-57892018-07-01121365210.1108/HEED-10-2017-0006607966Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in GhanaPrecious Agbeko D. Mattah0Albert Justice Kwarteng1Justice Mensah2Directorate of Academic Planning and Quality Assurance, University of Cape Coast, Cape Coast, GhanaDirectorate of Academic Planning and Quality Assurance, University of Cape Coast, Cape Coast, GhanaDirectorate of Research, Innovation and Consultancy, University of Cape Coast, Cape Coast, GhanaPurpose - The purpose of this paper is to explore the indicators of service quality from the perspective of graduating students in a public university in Ghana. The identified indicators of service quality were rated and the extent of satisfaction among the students was determined. Another issue explored was whether the satisfaction among the respondents inures to their loyalty to the university. Design/methodology/approach - A questionnaire was designed, pre-tested and administered to 500 graduating students, and 482 of them were returned for analyses. Principal component analysis was used to determine the indicators of service quality. Independent sample t-test and z-test for proportions were used to compare mean scores and proportions of respondents on various variables, respectively. Findings - The results revealed three indicators of service quality which include quality of academic services and facilities, quality of lecturers and quality of academic programs. Graduands were satisfied with academic services, lecturers and programs. They were, however, not satisfied with the quality of facilities. Majority of the respondents will remain associated with the university as a result of their satisfaction with the services, lecturers as well as programs of the university. It is recommended that the university works assiduously on improving infrastructural facilities to help boost the confidence of the students in the university. Originality/value - This paper argues that what constitutes quality service vary from one academic institution to the other. It is, therefore, needful for institutions to determine from the perspective of their students what may indicate quality service.https://www.emeraldinsight.com/doi/pdfplus/10.1108/HEED-10-2017-0006QualitySatisfactionStudentsIndicatorsServiceLoyalty |
| spellingShingle | Precious Agbeko D. Mattah Albert Justice Kwarteng Justice Mensah Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana Higher Education Evaluation and Development Quality Satisfaction Students Indicators Service Loyalty |
| title | Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana |
| title_full | Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana |
| title_fullStr | Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana |
| title_full_unstemmed | Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana |
| title_short | Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana |
| title_sort | indicators of service quality and satisfaction among graduating students of a higher education institution hei in ghana |
| topic | Quality Satisfaction Students Indicators Service Loyalty |
| url | https://www.emeraldinsight.com/doi/pdfplus/10.1108/HEED-10-2017-0006 |
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