Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh
The increased competitive academic environment pushes higher institutions to improve their service quality for meeting the market demands. It is thus necessary to assess the factors that satisfy students and make them loyal to the university. This study has focused on assessing service quality, usin...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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MDPI
2023
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| Online Access: | http://eprints.sunway.edu.my/2264/ http://eprints.sunway.edu.my/2264/1/48.pdf |
| _version_ | 1848802241823113216 |
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| author | Hoque, Umma Salma Akhter, Nazmoon Absar, Nurul Khandaker, Mayeen Uddin * Al-Mamun, Abdullah |
| author_facet | Hoque, Umma Salma Akhter, Nazmoon Absar, Nurul Khandaker, Mayeen Uddin * Al-Mamun, Abdullah |
| author_sort | Hoque, Umma Salma |
| building | SU Institutional Repository |
| collection | Online Access |
| description | The increased competitive academic environment pushes higher institutions to improve their service quality for meeting the market demands. It is thus necessary to assess the factors that satisfy students and make them loyal to the university. This study has focused on assessing service quality, using the SERVQUAL Model to measure students’ satisfaction with private universities in Bangladesh. In the study, the primary data collection method through a questionnaire with the 5-point Likert scale was adopted to collect data from 229 students who are currently studying in different private universities in Chattogram, Bangladesh. Structural equation modeling (SEM) has been performed to analyze the data through the AMOS 22 statistical package. The findings report that a comfortable lecture room under the tangible dimension, providing service on time under the reliability dimension, the capacity of administrative staff to solve immediate problems under the responsiveness dimension, proficient lecturers for teaching and research under the assurance dimension, and focus of university management on students under the empathy dimension have a great influence on student satisfaction. The study concludes that managers and authorities of private universities must focus on ensuring better service quality as student satisfaction largely affects the sustainability and recurrence development of the institutions. |
| first_indexed | 2025-11-14T21:20:14Z |
| format | Article |
| id | sunway-2264 |
| institution | Sunway University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:20:14Z |
| publishDate | 2023 |
| publisher | MDPI |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-22642023-06-17T05:26:46Z http://eprints.sunway.edu.my/2264/ Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh Hoque, Umma Salma Akhter, Nazmoon Absar, Nurul Khandaker, Mayeen Uddin * Al-Mamun, Abdullah LA History of education LB Theory and practice of education LB2300 Higher Education The increased competitive academic environment pushes higher institutions to improve their service quality for meeting the market demands. It is thus necessary to assess the factors that satisfy students and make them loyal to the university. This study has focused on assessing service quality, using the SERVQUAL Model to measure students’ satisfaction with private universities in Bangladesh. In the study, the primary data collection method through a questionnaire with the 5-point Likert scale was adopted to collect data from 229 students who are currently studying in different private universities in Chattogram, Bangladesh. Structural equation modeling (SEM) has been performed to analyze the data through the AMOS 22 statistical package. The findings report that a comfortable lecture room under the tangible dimension, providing service on time under the reliability dimension, the capacity of administrative staff to solve immediate problems under the responsiveness dimension, proficient lecturers for teaching and research under the assurance dimension, and focus of university management on students under the empathy dimension have a great influence on student satisfaction. The study concludes that managers and authorities of private universities must focus on ensuring better service quality as student satisfaction largely affects the sustainability and recurrence development of the institutions. MDPI 2023-03-13 Article PeerReviewed text en cc_by_4 http://eprints.sunway.edu.my/2264/1/48.pdf Hoque, Umma Salma and Akhter, Nazmoon and Absar, Nurul and Khandaker, Mayeen Uddin * and Al-Mamun, Abdullah (2023) Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh. Trends in Higher Education, 2 (1). pp. 255-269. ISSN 2813-4346 https:// doi.org/10.3390/higheredu2010013 10.3390/higheredu2010013 |
| spellingShingle | LA History of education LB Theory and practice of education LB2300 Higher Education Hoque, Umma Salma Akhter, Nazmoon Absar, Nurul Khandaker, Mayeen Uddin * Al-Mamun, Abdullah Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh |
| title | Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh |
| title_full | Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh |
| title_fullStr | Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh |
| title_full_unstemmed | Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh |
| title_short | Assessing Service Quality Using SERVQUAL Model: An Empirical Study on Some Private Universities in Bangladesh |
| title_sort | assessing service quality using servqual model: an empirical study on some private universities in bangladesh |
| topic | LA History of education LB Theory and practice of education LB2300 Higher Education |
| url | http://eprints.sunway.edu.my/2264/ http://eprints.sunway.edu.my/2264/ http://eprints.sunway.edu.my/2264/ http://eprints.sunway.edu.my/2264/1/48.pdf |