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The Impact of Service Quality on Student Satisfaction of Myanmar Commercial College in Mandalay, Myanmar

Author

Listed:
  • Yin Ko Ko

    (Doctoral Scholar, Doctor of Business Administration (DBA)Mandalay, Myanmar)

  • Zin Ko Ko

    (Founder & Chancellor, Myanmar Commercial College63(C), Between 27 x 28 Street, Mandalay, Myanmar)

  • Nan Wai Linn

    (Vice Principal & Registrar, Myanmar Commercial College63(C), Between 27 x 28 Street, Mandalay, Myanmar)

  • Saw Arli Shar

    (Doctoral Scholar, Doctor of Business Administration (DBA)Yangon, Myanmar)

  • Nang Saing Amm

    (Doctoral Scholar, Doctor of Business Administration (DBA)Yangon, Myanmar)

Abstract

This research study the impact of Service Quality on Student Satisfaction of Myanmar Commercial College in Mandalay, Myanmar. The SERVQUAL model was used, focusing on tangibility, reliability, responsiveness, assurance, and empathy. The results showed that all five dimensions of service quality had an average mean score above 5, indicating strong satisfaction. Pearson correlation analysis showed a positive relationship between service quality and student satisfaction. Multiple regression analysis revealed that tangibility, reliability, and empathy significantly affect satisfaction. The study suggests that Myanmar Commercial College should train staff to be courteous and friendly, and prioritize service-related problems. the practitioners in higher education can reassess their management strategies and can identify and implement appropriate measurement tools to redesign the service delivery system to improve service quality.

Suggested Citation

  • Yin Ko Ko & Zin Ko Ko & Nan Wai Linn & Saw Arli Shar & Nang Saing Amm, 2025. "The Impact of Service Quality on Student Satisfaction of Myanmar Commercial College in Mandalay, Myanmar," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(6), pages 6477-6487, June.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-6:p:6477-6487
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    References listed on IDEAS

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    1. Abdul Raheem Mohamad Yusof & Za’faran Hassan & Sofiah Abdul Rahman & Arsalan Mujahid Ghouri, 2012. "Educational Service Quality at Public Higher Educational Institutions: A Proposed Framework and Importance of the Sub-dimensions," International Journal of Economics, Business and Management Studies, Online Science Publishing, vol. 1(2), pages 36-49.
    2. Bindu K. Nambiar & Hareesh N. Ramanathan & Sudhir Rana & Sanjeev Prashar, 2018. "Perceived Service Quality and Customer Satisfaction: A Missing Link in Indian Banking Sector," Vision, , vol. 23(1), pages 44-55, March.
    3. Kasiri, Leila Agha & Guan Cheng, Kenny Teoh & Sambasivan, Murali & Sidin, Samsinar Md., 2017. "Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 91-97.
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