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Student Experience and Service Quality in Franco- Haitian University of Cap-Haitian
[Expérience étudiante et qualité des services à l'Université Franco- haïtienne du Cap-Haïtien]

Author

Listed:
  • Wander Numa

    (UFCH - Universite Franco-Haitienne du Cap-Haitien)

Abstract

This mixed-methods empirical study examines the influence of perceived service quality on student satisfaction at the Franco-Haitian University of Cap-Haitian (UFCH), a hybrid institution founded in 2011 in northern Haiti. The general objective is to empirically measure the effect of perceived service quality on student satisfaction and identify the most determining dimensions. Two hypotheses guide the analysis: (H1) perceived quality exerts a positive and significant influence on overall satisfaction, with differentiated effects by dimension; (H2) distance learners express significantly different satisfaction from face-to-face students, particularly regarding administrative dimensions. Drawing on SERVQUAL (Parasuraman, Zeithaml & Berry, 1988) and Expectation Confirmation Theory (Oliver, 1980), the research uses a self-administered questionnaire (N = 118) collected in May 2026 via voluntary non-probability sampling. Statistical analyses were conducted using R (v. 4.3) and include descriptive statistics, Cronbach alpha coefficients, Spearman correlations, and Mann-Whitney tests. Teaching quality (M = 3.92; SD = 0.96) and curriculum relevance (M = 3.92; SD = 0.86) are the highest-rated dimensions, while infrastructure and digital tools (M = 2.92; SD = 1.13) and administrative services (M = 3.15–3.22) are the main weaknesses. H1 is confirmed: all dimensions are positively associated with C4, with teaching quality and professional preparation as the strongest predictors (ρ = .41, p < .001). H2 is confirmed: distance learners rate administrative services significantly lower (U = 651, p < .001). Internal consistency is satisfactory (α = .76–.79). Inductive thematic analysis of 118 open-ended responses (Bardin, 2013) identifies a communication deficit, Moodle under-use, and insufficient support for graduating students. The author's dual role as founder and rector is explicitly declared.

Suggested Citation

  • Wander Numa, 2026. "Student Experience and Service Quality in Franco- Haitian University of Cap-Haitian [Expérience étudiante et qualité des services à l'Université Franco- haïtienne du Cap-Haïtien]," Working Papers hal-05619006, HAL.
    • Handle: RePEc:hal:wpaper:hal-05619006
    DOI: 10.13140/RG.2.2.11169.16489
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