Service Quality Dimensions of Higher Education Institutions and Students’ Satisfaction: Bangladesh Perspective

Abstract

Higher education institutions (HEI’s), both public and private are increasingly focusing on meeting students’ demand as students’ perception on quality of higher educational services are becoming more important. This paper is mainly attempted to examine the relationship between service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) and students’ satisfaction. To conduct the study, a total number of 207 respondents were taken as sample from eight universities including four public universities located in Dhaka and Chittagong. Five point Likert scale type questionnaire was used to collect the data. In this study, some statistical measures such as mean, standard deviation, correlation were used to analyze the linkage. The results found that there is a positive relation between service quality dimensions and students’ satisfaction specifically tangibles and reliability have significant influence on students’ satisfaction. The study also revealed that responsiveness, assurance and empathy have insignificant relation with students’ satisfaction. This paper concludes with limitation and future research direction.