Examining SERVQUAL Model on Students’ Satisfaction in Higher Learning Institutions in Tanzania: A Case of the Local Government Training Institute.

Kumburu, Boniphace Richard (2021) Examining SERVQUAL Model on Students’ Satisfaction in Higher Learning Institutions in Tanzania: A Case of the Local Government Training Institute. Masters thesis, The Open University of Tanzania.

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Abstract

This study was carried out to Examine SERVQUAL Model on Students’ Satisfaction in Higher Learning Institutions in Tanzania as a case of the Local Government Training Institute (LGTI). The Institute is one of the Tanzanian public higher learning institutions found in Dodoma city. The Institute currently offers Certificates, Diploma and Bachelor degree programs in the fields of Local Government, Finance and Accounting, Procurement, Community Development, Records and Human Resource Management. The objective of the study was to examine the SERVQUAL Model on students’ satisfaction at LGTI. And analyze: (i) the significant relationship between tangible dimension and students’ satisfaction, (ii) the significant relationship between assurance dimension and students’ satisfaction, (iii) the significant relationship between reliability dimension and students’ satisfaction, (iv) the significant relationship between responsiveness dimension and students’ satisfaction and (v) the significant relationship between empathy dimension and students’ satisfaction. The data collection instrument for this study was a questionnaire which consists of five SERVQUAL Dimensions: tangibles, assurance, reliability, responsiveness and empathy were distributed to 220 Diploma and Bachelor Degree respondents. The data were analyzed with SPSS 20 software in generating the mean and standard deviation and the correlation results. Study findings indicated the existence of statistically-significant positive (though moderate) relationship between the SERVQUAL Dimensions and Student Satisfaction. Keywords: Servqual Model, Students, Higher Learning Institutions, Students’ Satisfaction.

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