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

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dc.creatorMashenene, Robert Galan
dc.date2019-04-17T10:42:21Z
dc.date2019-04-17T10:42:21Z
dc.date2019-01
dc.date.accessioned2021-05-05T12:35:26Z
dc.date.available2021-05-05T12:35:26Z
dc.descriptionThis 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.formatapplication/pdf
dc.identifierRobert Galan Mashenene (2019), Paper Title: Effect of Service Quality on Students’ Satisfaction in Tanzania Higher Education. Business Education Journal (BEJ)
dc.identifierhttp://dspace.cbe.ac.tz:8080/xmlui/handle/123456789/162
dc.identifier.urihttp://hdl.handle.net/123456789/73681
dc.languageen
dc.publisherCollege of Business Education (CBE)
dc.relationVolume 2;Issue No: 2
dc.subjectSERVQUAL Model, Satisfaction, Higher Education.
dc.titleEffect of Service Quality on Students’ Satisfaction in Tanzania Higher Education.
dc.typeArticle

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