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Effect of Service Quality on Students’ Satisfaction in Tanzania Higher Education.

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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 2022-10-20T08:35:09Z
dc.date.available 2022-10-20T08:35:09Z
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/123456789/79350
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


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