SERVICE QUALITY DELIVERY AND STUDENTS’ SATISFACTION IN HIGHER INSTITUTIONS: PERSPECTIVES OF BUSINESS EDUCATION STUDENTS, UCC

ABSTRACT This study aimed at assessing service quality delivery and students’ satisfaction in Higher Institutions. The study was a quantitative research which adopted the descriptive survey. In all, 400 students comprising of 221 B.Ed. management students and 179 B.Ed. Accounting students were selected using the multi-stage sampling technique. Data was collected on a 5-point likert scale questionnaire ranging from Not AT all (1) to a Very high extent (5). Both descriptive (mean and standard deviation) and inferential statistics (simple linear regression) were used to analyse the data that were obtained from respondents. It was revealed from the study that, students are moderately satisfied with the quality of service delivery in concerning teaching and learning. However, students are highly satisfied with the academic credentials of lecturers/academic staffs, the effective communication of lecturers during the process of lecturing and how instructors are approachable and friendly during teaching and learning process. Again, it was found out from the study that, students are moderately satisfied with the quality of service delivery in terms of non-academic aspects among business education students. The results from the linear regression revealed that there is a direct relationship between academic satisfaction and non-academic satisfaction in relation to quality of service delivery. Based on the findings from the study, it was recommended that management of higher institution should further develop the skills of their lecturers and provides the required learning environment and better infrastructure should be provided for conducive learning environment.