Research on factors affecting service quality and student satisfaction in higher education

Abstract

This study aims to explore the relationship between student service quality and student satisfaction in the context of higher education. A quantitative research approach was employed, with a sample size of 382 students from a private university in Vietnam. The research findings identified a set of student service quality dimensions, including assurance, responsiveness, reliability, empathy, and intangibles in the higher education setting. The results confirmed a positive correlation between service quality and satisfaction, indicating that the five components of student service quality directly influence student satisfaction. Specifically, the study highlights the role and significance of human factors in delivering service quality and satisfaction, which previous research on the relationship between service quality and satisfaction has not extensively explored