Student satisfaction of the service quality in a private higher education institution

Abstract

Service quality plays a vital role in the success of higher education sector. Given the growing importance of student perceptions of higher education establishments and services, in order to meet the expectations and needs of students, universities are increasingly placing greater emphasis on this. As economic, social, and demographic changes accelerate, there is an increase in demand for quality services across various institutions. This study aims to determine the level of student satisfaction of the service quality in a private higher education institution. The respondents were three hundred thirty-three (333) students in a private higher education institution for the academic year 2023-2024. The study utilized a quantitative research design A researcher-made questionnaire, validated, and tested for reliability was used to gather the needed data. The information and data necessary for this study were collected through face-to-face. The data were statistically treated using percentage, mean, t-test, and analysis of variance (ANOVA) through the Statistical Package for Social Sciences. The findings of the study revealed that the level of the student satisfaction on service quality in a private higher education institution in terms of academic services and support services were both “Satisfied”, and in terms of service excellence was “Very Satisfied”. There were no significant differences found in the level of student satisfaction on service quality in terms of academic services, support services, and service excellence.