IDEAS home Printed from https://ideas.repec.org/a/mth/ijld88/v8y2018i3p97-112.html
   My bibliography  Save this article

Impact of Service Quality on Students¡¯ Satisfaction in a Ghanaian Public Tertiary Institution

Author

Listed:
  • E. F. ESHUN
  • A. K. Badu
  • P. Korwu

Abstract

This study aims at exploring the relationship between service quality dimensions and overall service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) and students satisfaction. Additionally, this study also looks at the critical factors in service quality dimensions that contribute most to the satisfaction of the students. The data was collected using a set of questionnaire from 798 undergraduate students who offered various bachelor degrees in a public higher education institution in Ghana. The study provides empirical evidences of these relationships. The results of this study affirms the results of Parasuraman¡¯s SERVQUAL (1985) study, which related to the factors contributing to students¡¯ satisfaction. The outcome of the study amplifies the assertion that service quality (tangibility, responsiveness, reliability, assurance and empathy) has a positive impact on student¡¯s overall satisfaction.

Suggested Citation

  • E. F. ESHUN & A. K. Badu & P. Korwu, 2018. "Impact of Service Quality on Students¡¯ Satisfaction in a Ghanaian Public Tertiary Institution," International Journal of Learning and Development, Macrothink Institute, vol. 8(3), pages 97-112, September.
    • Handle: RePEc:mth:ijld88:v:8:y:2018:i:3:p:97-112
    as

    Download full text from publisher

    File URL: http://www.macrothink.org/journal/index.php/ijld/article/download/13447/10780
    Download Restriction: no
    File URL: http://www.macrothink.org/journal/index.php/ijld/article/view/13447
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. World Bank, 2010. "Financing Higher Education in Africa," World Bank Publications - Books, The World Bank Group, number 2448, December.
    2. Voss, Roediger & Gruber, Thorsten & Szmigin, Isabelle, 2007. "Service quality in higher education: The role of student expectations," Journal of Business Research, Elsevier, vol. 60(9), pages 949-959, September.
    3. George Psacharopoulos & Harry Anthony Patrinos, 2004. "Returns to investment in education: a further update," Education Economics, Taylor & Francis Journals, vol. 12(2), pages 111-134.
    4. Carlota Perez, 2002. "Technological Revolutions and Financial Capital," Books, Edward Elgar Publishing, number 2640.
    5. Oecd, 2002. "Access for Business," OECD Digital Economy Papers 67, OECD Publishing.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Daniel Ştefan Armeanu & Georgeta Vintilă & Ştefan Cristian Gherghina, 2017. "Empirical Study towards the Drivers of Sustainable Economic Growth in EU-28 Countries," Sustainability, MDPI, vol. 10(1), pages 1-22, December.
    2. Alfredo Agustoni, 2017. "Commenti," PRISMA Economia - Societ? - Lavoro, FrancoAngeli Editore, vol. 2017(1-2), pages 76-81.
    3. Santos, João & Domingos, Tiago & Sousa, Tânia & St. Aubyn, Miguel, 2016. "Does a small cost share reflect a negligible role for energy in economic production? Testing for aggregate production functions including capital, labor, and useful exergy through a cointegration-base," MPRA Paper 70850, University Library of Munich, Germany.
    4. Erkki Karo & Rainer Kattel, 2010. "The Copying Paradox: Why Converging Policies but Diverging Capacities in Eastern European Innovation Systems?," Institutions and Economies (formerly known as International Journal of Institutions and Economies), Faculty of Economics and Administration, University of Malaya, vol. 2(2), pages 167-206, October.
    5. Rao, Nitya, 2017. "Assets, Agency and Legitimacy: Towards a Relational Understanding of Gender Equality Policy and Practice," World Development, Elsevier, vol. 95(C), pages 43-54.
    6. Michael A. Clemens, 2016. "Losing our minds? New research directions on skilled emigration and development," International Journal of Manpower, Emerald Group Publishing Limited, vol. 37(7), pages 1227-1248, October.
    7. Tansel, Aysit & Keskin, Halil Ibrahim, 2017. "Education Effects on Days Hospitalized and Days out of Work by Gender: Evidence from Turkey," IZA Discussion Papers 11210, Institute of Labor Economics (IZA).
    8. Svetlana Kirdina, 2013. "Economic Policy For Real Sector And R&D Financing: Basic Institutional Models," Montenegrin Journal of Economics, Economic Laboratory for Transition Research (ELIT), vol. 9(4), pages 39-52.
    9. Pereira, Pedro & Ribeiro, Tiago, 2011. "The impact on broadband access to the Internet of the dual ownership of telephone and cable networks," International Journal of Industrial Organization, Elsevier, vol. 29(2), pages 283-293, March.
    10. World Bank, 2008. "Investing in Turkey's Next Generation : The School-to-Work Transition and Turkey's Development," World Bank Publications - Reports 8084, The World Bank Group.
    11. Vitor Braga, 2004. "Business networking for SMEs as a means to promote regional competitiveness: A Theoretical Framework," ERSA conference papers ersa04p455, European Regional Science Association.
    12. Buesa, Mikel & Heijs, Joost & Baumert, Thomas, 2010. "The determinants of regional innovation in Europe: A combined factorial and regression knowledge production function approach," Research Policy, Elsevier, vol. 39(6), pages 722-735, July.
    13. M. Kamil Kozan & Levent Akdeniz, 2014. "Role of Strong versus Weak Networks in Small Business Growth in an Emerging Economy," Administrative Sciences, MDPI, vol. 4(1), pages 1-16, February.
    14. Marco Gallegati, 2019. "A system for dating long wave phases in economic development," Journal of Evolutionary Economics, Springer, vol. 29(3), pages 803-822, July.
    15. Löschel, Andreas & Pothen, Frank & Schymura, Michael, 2015. "Peeling the onion: Analyzing aggregate, national and sectoral energy intensity in the European Union," Energy Economics, Elsevier, vol. 52(S1), pages 63-75.
    16. Cassan,Guilhem & Keniston,Daniel & Kleineberg,Tatjana Karina, 2021. "A Division of Laborers : Identity and Efficiency in India," Policy Research Working Paper Series 9544, The World Bank.
    17. Emanuela di Gropello, 2006. "Meeting the Challenges of Secondary Education in Latin America and East Asia : Improving Efficiency and Resource Mobilization," World Bank Publications - Books, The World Bank Group, number 7173, December.
    18. Md. Rabiul Islam & James B. Ang & Jakob B. Madsen, 2014. "Quality-Adjusted Human Capital And Productivity Growth," Economic Inquiry, Western Economic Association International, vol. 52(2), pages 757-777, April.
    19. Zeng, Jinli & Zhang, Jie, 2022. "Education policies and development with threshold human capital externalities," Economic Modelling, Elsevier, vol. 108(C).
    20. Bethencourt, Carlos & Perera-Tallo, Fernando, 2020. "Human Capital, Economic Growth, and Public Expenditure," ADBI Working Papers 1066, Asian Development Bank Institute.

    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:mth:ijld88:v:8:y:2018:i:3:p:97-112. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Technical Support Office (email available below). General contact details of provider: http://www.macrothink.org/journal/index.php/ijld .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.