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, December.
    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. 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.
    3. 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.
    4. 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.
    5. Aysit Tansel & Halil Ibrahim Keskin, 2017. "Education Effects on Days Hospitalized and Days out of Work by Gender: Evidence from Turkey," Koç University-TUSIAD Economic Research Forum Working Papers 1721, Koc University-TUSIAD Economic Research Forum.
    6. 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.
    7. 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.
    8. 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.
    9. 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.
    10. 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.
    11. 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.
    12. Zeng, Jinli & Zhang, Jie, 2022. "Education policies and development with threshold human capital externalities," Economic Modelling, Elsevier, vol. 108(C).
    13. Bethencourt, Carlos & Perera-Tallo, Fernando, 2020. "Human Capital, Economic Growth, and Public Expenditure," ADBI Working Papers 1066, Asian Development Bank Institute.
    14. Mike Waugh & David Lagakos & Doug Gollin, 2011. "The Agricultural Productivity Gap in Developing Countries," 2011 Meeting Papers 1397, Society for Economic Dynamics.
    15. Castelló-Climent, Amparo & Mukhopadhyay, Abhiroop, 2013. "Mass education or a minority well educated elite in the process of growth: The case of India," Journal of Development Economics, Elsevier, vol. 105(C), pages 303-320.
    16. Achim Truger, 2015. "Implementing the golden rule for public investment in Europe," Working Paper Reihe der AK Wien - Materialien zu Wirtschaft und Gesellschaft 138, Kammer für Arbeiter und Angestellte für Wien, Abteilung Wirtschaftswissenschaft und Statistik.
    17. Kriedel, Norbert, 2006. "Long waves of economic development and the diffusion of general-purpose technologies: The case of railway networks," HWWI Research Papers 1-1, Hamburg Institute of International Economics (HWWI).
    18. Claudio Aravena & Marc Badia-Miró & André A. Hofman & José Jofré González & Christian Hurtado, 2010. "Growth, Productivity and Information and Communications Technologies in Latin America, 1950–2005," Chapters, in: Mario Cimoli & André A. Hofman & Nanno Mulder (ed.), Innovation and Economic Development, chapter 5, Edward Elgar Publishing.
    19. Georg Feigl & Markus Marterbauer & Miriam Rehm & Matthias Schnetzer & Sepp Zuckerstätter & Lars Nørvang Andersen & Thea Nissen & Signe Dahl & Peter Hohlfeld & Benjamin Lojak & Achim Truger & Andrew Wa, 2016. "The Elusive Recovery," SciencePo Working papers Main hal-03459084, HAL.
      • Georg Feigl & Markus Marterbauer & Miriam Rehm & Matthias Schnetzer & Sepp Zuckerstätter & Lars Nørvang Andersen & Thea Nissen & Signe Dahl & Peter Hohlfeld & Benjamin Lojak & Achim Truger & Andrew Wa, 2016. "The Elusive Recovery," PSE-Ecole d'économie de Paris (Postprint) hal-03459084, HAL.
      • Georg Feigl & Markus Marterbauer & Miriam Rehm & Matthias Schnetzer & Sepp Zuckerstätter & Lars Nørvang Andersen & Thea Nissen & Signe Dahl & Peter Hohlfeld & Benjamin Lojak & Thomas Theobald & Achim , 2016. "The Elusive Recovery," PSE Working Papers hal-03612850, HAL.
      • Georg Feigl & Markus Marterbauer & Miriam Rehm & Matthias Schnetzer & Sepp Zuckerstätter & Lars Nørvang Andersen & Thea Nissen & Signe Dahl & Peter Hohlfeld & Benjamin Lojak & Achim Truger & Andrew Wa, 2016. "The Elusive Recovery," Post-Print hal-03459084, HAL.
      • Georg Feigl & Markus Marterbauer & Miriam Rehm & Matthias Schnetzer & Sepp Zuckerstätter & Lars Nørvang Andersen & Thea Nissen & Signe Dahl & Peter Hohlfeld & Benjamin Lojak & Thomas Theobald & Achim , 2016. "The Elusive Recovery," Working Papers hal-03612850, HAL.
      • Georg Feigl & Markus Marterbauer & Miriam Rehm & Matthias Schnetzer & Sepp Zuckerstätter & Lars Nørvang Andersen & Thea Nissen & Signe Dahl & Peter Hohlfeld & Benjamin Lojak & Thomas Theobald & Achim , 2016. "The Elusive Recovery," SciencePo Working papers Main hal-03612850, HAL.
      • Georg Feigl & Markus Marterbauer & Miriam Rehm & Matthias Schnetzer & Sepp Zuckerstätter & Lars Nørvang Andersen & Thea Nissen & Signe Dahl & Peter Hohlfeld & Benjamin Lojak & Thomas Theobald & Achim , 2016. "The Elusive Recovery," PSE-Ecole d'économie de Paris (Postprint) hal-03612850, HAL.
    20. Carstensen Kai & Hartmann Susanne & Gundlach Erich, 2009. "The Augmented Solow Model with Mincerian Schooling and Externalities," German Economic Review, De Gruyter, vol. 10(4), pages 448-463, December.

    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.