Service Quality and Student Satisfaction of Students in Private Universities in Nairobi County
Abstract
Private universities in Kenya like other businesses operate in a competitive
environment. Knowing how to satisfy their students who are their primary customers is
important because it can lead to future business. The relationship between service
quality and student satisfaction is important because if it is understood properly it can
enable the right decisions to be made about service quality that lead to increase in
student satisfaction. The study was carried out to find out whether there is a relationship
between service quality and student satisfaction of private university students in
Nairobi County. About 118 students were interviewed through a survey that was based
on higher education service quality model HeDPERF. It was found that service quality
is positively related to student satisfaction and that some of the most important aspects
of an institution that students liked most were the reputation of the university and the
nature of the programs offered. This means that universities have to improve on their
service quality while at the same time improving on their reputation, variety and
flexibility of programs offered in order to attract more students.
Citation
MBASponsorhip
University of NairobiPublisher
University of Nairobi School of Business