| dc.creator |
Mashenene, Robert Galan |
|
| dc.date |
2019-04-17T10:42:21Z |
|
| dc.date |
2019-04-17T10:42:21Z |
|
| dc.date |
2019-01 |
|
| dc.date.accessioned |
2021-05-05T12:35:26Z |
|
| dc.date.available |
2021-05-05T12:35:26Z |
|
| dc.identifier |
Robert Galan Mashenene (2019), Paper Title: Effect of Service Quality on Students’ Satisfaction in Tanzania Higher Education. Business Education Journal (BEJ) |
|
| dc.identifier |
http://dspace.cbe.ac.tz:8080/xmlui/handle/123456789/162 |
|
| dc.identifier.uri |
http://hdl.handle.net/123456789/73681 |
|
| dc.description |
This study examined the effect of service quality (SQ) dimensions on the students’ satisfaction in higher education in
Tanzania. A cross sectional questionnaire survey involving 200 students was conducted at the college of Business
Education, Dodoma Campus. A SERVQUAL Model with five SQ dimensions; tangibles, reliability, responsiveness,
empathy and assurance was adopted in this study. To estimate the overall SERVQUAL index score, the difference of
perceptions and expectations (P – E) was computed and finally the scores for each SQ dimension were summed and
divided by five. Binary Logistic Regression Model was used to estimate the effect of SQ dimensions on students’
satisfaction. The results show that the SQ index of all SQ dimensions and the overall SERVQUAL index was
negative implying that the SQ was negative. The regression results indicate that tangibles, reliability, empathy and
assurance have negative effect on students’ satisfaction. The study recommends that the college management needs
to improve tangibles, reliability, empathy and assurance in order to minimize students’ dissatisfaction toward SQ of
education services offered by the College of Business Education, Dodoma Campus. |
|
| dc.format |
application/pdf |
|
| dc.language |
en |
|
| dc.publisher |
College of Business Education (CBE) |
|
| dc.relation |
Volume 2;Issue No: 2 |
|
| dc.subject |
SERVQUAL Model, Satisfaction, Higher Education. |
|
| dc.title |
Effect of Service Quality on Students’ Satisfaction in Tanzania Higher Education. |
|
| dc.type |
Article |
|