Effect of Service Quality on Student Satisfaction in Private Higher Education Institutions in Addis Ababa
| dc.contributor.advisor | Workineh, Mesfin (PhD) | |
| dc.contributor.author | Melese, Girum | |
| dc.date.accessioned | 2018-10-19T06:40:33Z | |
| dc.date.accessioned | 2023-11-04T14:08:37Z | |
| dc.date.available | 2018-10-19T06:40:33Z | |
| dc.date.available | 2023-11-04T14:08:37Z | |
| dc.date.issued | 2017-06-09 | |
| dc.description.abstract | The main objective of this study was to evaluate effect of service quality over the satisfaction of students’ in private higher educational institutions in Addis Ababa. For this purpose the study used the HEDPERF variables of service quality instrument. Among the dimensions of HEDPERF developed by Firdaus (2005) the following five factors were used for this study namely non-academic aspects, academic aspects, program issues, reputation and access. A sample of 200 respondents was selected using a non-probabilistic/convenience sampling technique. According to the findings of the study all the five dimensions of HEDPERF have shown slightly above average mean score. This indicates that students of private higher educational institutions are not satisfied enough with the service provided to them hence; their perception is good. The dimension with the lowest mean score is access followed by program issue and non academic aspect. Pearson correlation analysis was conducted to examine the relationship between HEDPERF variables and service quality the results shows that all the five dimensions of service quality have a positive significant relationship with student satisfaction where academic aspects, non-academic aspects and reputation have a strong and positive significant correlation with satisfaction while program issues and access have a weak positive correlation with student satisfaction. For that academic aspect, reputation and non-academic aspects of HEDPERF service variables have shown statistically significant impact on student satisfaction. Accordingly private higher educational institutions in Addis Ababa should give more emphasis and due attention to those dimensions of service quality to improve the level of their student satisfaction | en_US |
| dc.identifier.uri | http://etd.aau.edu.et/handle/123456789/12949 | |
| dc.language.iso | en_US | en_US |
| dc.publisher | Addis Ababa University | en_US |
| dc.subject | service quality | en_US |
| dc.subject | student satisfaction | en_US |
| dc.title | Effect of Service Quality on Student Satisfaction in Private Higher Education Institutions in Addis Ababa | en_US |
| dc.type | Thesis | en_US |