IDEAS home Printed from https://ideas.repec.org/a/eco/journ3/2022-03-3.html
   My bibliography  Save this article

Service Quality and Students’ Satisfaction in Tanzania’s Higher Education: A Re-examination of SERVQUAL Model

Author

Listed:
  • Chacha Magasi

    (College of Business Education, Dodoma City, Tanzania.)

  • Robert Galan Mashenene

    (College of Business Education, Dodoma City, Tanzania.)

  • Dorice Munuo Ndengenesa

    (College of Business Education, Dodoma City, Tanzania.)

Abstract

This study assessed the effect of service quality on customer satisfaction in Tanzanian’s higher education by re-examination of SERVQUAL Model through testing its existing five dimensions, namely; tangibles, reliability, responsiveness, empathy and assurance and one new suggested dimension, namely, compliance. The study was carried out in higher learning institutions situated in Dodoma city. The study employed a stratified random sampling technique to select a sample. The study adopted a cross-sectional research design whereas a questionnaire survey was used to collect quantitative data from a sample of 326 students from higher learning institutions. Descriptive statistics were used to compute the quality of services using perceived service quality (P) and expected service quality (E). Inferential statistics involved a binary logistic regression model to estimate the effect of service quality dimensions and compliance on customer satisfaction. The findings show that service quality in higher education was perceived by students to be below their expectations. The findings from logit model revealed that tangibles, reliability, responsiveness, empathy, assurance and compliance were important variables in predicting students’ satisfaction in higher education.

Suggested Citation

  • Chacha Magasi & Robert Galan Mashenene & Dorice Munuo Ndengenesa, 2022. "Service Quality and Students’ Satisfaction in Tanzania’s Higher Education: A Re-examination of SERVQUAL Model," International Review of Management and Marketing, Econjournals, vol. 12(3), pages 18-25, May.
    • Handle: RePEc:eco:journ3:2022-03-3
    as

    Download full text from publisher

    File URL: https://www.econjournals.com/index.php/irmm/article/download/13040/6729
    Download Restriction: no
    File URL: https://www.econjournals.com/index.php/irmm/article/view/13040
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    2. Hussain, Rahim & Al Nasser, Amjad & Hussain, Yomna K., 2015. "Service quality and customer satisfaction of a UAE-based airline: An empirical investigation," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 167-175.
    3. Magoti, Edwin & Mtui, John M., 2020. "The Relationship between Economic Growth and Service Sector in Tanzania: An Empirical Investigation," African Journal of Economic Review, African Journal of Economic Review, vol. 8(2), July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Victor William Bwachele & Yee-Lee Chong & Gengeswari Krishnapillai, 2023. "Perceived service quality and student satisfaction in higher learning institutions in Tanzania," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.

    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. Muhammad Salman Azhar & Ismail Bin Lebai Othman & Norzieiriani bt. Ahmad, 2018. "Investigating Customer Satisfaction of Airline Passengers in Aviation Sector of Pakistan," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 6(4), pages :561-581, December.
    2. Wang, Binni & Wang, Pong & Tu, Yiliu, 2021. "Customer satisfaction service match and service quality-based blockchain cloud manufacturing," International Journal of Production Economics, Elsevier, vol. 240(C).
    3. Nugroho, Adi, 2021. "Study of Airport Service Quality and Profitability in Indonesia," OSF Preprints ah2ns, Center for Open Science.
    4. Philipp Wetzel & Erik Hofmann, 2020. "Toward a Multi-Sided Model of Service Quality for Logistics Service Providers," Administrative Sciences, MDPI, vol. 10(4), pages 1-24, October.
    5. Lupo, Toni, 2015. "Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily," Journal of Air Transport Management, Elsevier, vol. 42(C), pages 249-259.
    6. Sonia Singh & Subhra Mondal & Lata Bajpai Singh & Kalyan Kumar Sahoo & Subhankar Das, 2020. "An Empirical Evidence Study of Consumer Perception and Socioeconomic Profiles for Digital Stores in Vietnam," Sustainability, MDPI, vol. 12(5), pages 1-30, February.
    7. Sonny Rosenthal & Jean Yi Colette Tan & Ting Fang Poh, 2020. "Reputation Cues as Signals in the Sharing Economy," Social Sciences, MDPI, vol. 9(4), pages 1-14, April.
    8. Moro, Sérgio & Lopes, Rui J. & Esmerado, Joaquim & Botelho, Miguel, 2020. "Service quality in airport hotel chains through the lens of online reviewers," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    9. Chen, Lu & Li, Yong-Quan & Liu, Chih-Hsing, 2019. "How airline service quality determines the quantity of repurchase intention - Mediate and moderate effects of brand quality and perceived value," Journal of Air Transport Management, Elsevier, vol. 75(C), pages 185-197.
    10. Agim Mamuti, 2015. "The Impact of Brand Name on Consumers, Case of Bosnia and Herzegovina," European Journal of Economics and Business Studies Articles, Revistia Research and Publishing, vol. 1, May - Aug.
    11. Valdivieso Taborga, Carlos Eduardo, 2013. "Comparación de los modelos formativo, reflexivo y de antecedentes de evaluación estudiantil del servicio de docencia || Comparison of Formative, Reflective, and Antecedents Models of Students Evaluati," Revista de Métodos Cuantitativos para la Economía y la Empresa = Journal of Quantitative Methods for Economics and Business Administration, Universidad Pablo de Olavide, Department of Quantitative Methods for Economics and Business Administration, vol. 16(1), pages 95-120, December.
    12. Bashir Baba & Shafie Mohamed Zabri & Ahmad Kaseri, 2018. "Assessing the Influence of Islamic Banks' Products' Quality Features on Customer Satisfaction in Nigeria," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 4(6), pages 4001-4015, June.
    13. Yi Lu, 2022. "The Measurement of High-Quality Development Level of Tourism: Based on the Perspective of Industrial Integration," Sustainability, MDPI, vol. 14(6), pages 1-18, March.
    14. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
    15. Chun-Mei Chen & Hsian-Ming Liu, 2017. "Exploring the Impact of Airlines Service Quality on Customer Loyalty: Evidence from Taiwan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(5), pages 1-36, April.
    16. Yalcin Kavus, Bahar & Gulum Tas, Pelin & Ayyildiz, Ertugrul & Taskin, Alev, 2022. "A three-level framework to evaluate airline service quality based on interval valued neutrosophic AHP considering the new dimensions," Journal of Air Transport Management, Elsevier, vol. 99(C).
    17. Douglas Chiguvi & Elvis Madondo & Zenzo Dube, 2019. "The Importance of Customer Relationship Management in the Local Government Authorities in Zimbabwe," Applied Economics and Finance, Redfame publishing, vol. 6(6), pages 15-29, November.
    18. Leonard Paas & Klaas Sijtsma, 2008. "Nonparametric item response theory for investigating dimensionality of marketing scales: A SERVQUAL application," Marketing Letters, Springer, vol. 19(2), pages 157-170, June.
    19. Uhrich, Sebastian, 2011. "Explaining non-linear customer density effects on shoppers’ emotions and behavioral intentions in a retail context: The mediating role of perceived control," Journal of Retailing and Consumer Services, Elsevier, vol. 18(5), pages 405-413.
    20. Calabuig Moreno, Ferran & Prado-Gascó, Vicente & Crespo Hervás, Josep & Núñez-Pomar, Juan & Añó Sanz, Vicente, 2016. "Predicting future intentions of basketball spectators using SEM and fsQCA," Journal of Business Research, Elsevier, vol. 69(4), pages 1396-1400.

    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:eco:journ3:2022-03-3. 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: Ilhan Ozturk (email available below). General contact details of provider: http://www.econjournals.com .

    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.