Service Quality Provided by Higher Education Institutions in Somalia and Its Impact on Student Satisfaction

摘要

This study attempts to examine the relationship between service quality dimensions (tangibility, reliability, responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling technique by using a set of questionnaire that was distributed 120 undergraduate students in three of the universities in Mogadishu (SIMAD, MUQDISHO and BANADIR). However the study found that there is a positive significant relationship between service quality dimensions and students’ satisfaction. The study also found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service quality rendered by their universities. Finally the study concludes that assessing level of satisfaction and continuous improvements of the quality of services that universities of Mogadishu provide to their students will help management and other staff of these universities to reach organizational success. Keywords: Service quality, Student satisfaction, higher education, tangibility, reliability, responsiveness, assurance, empathy, Mogadishu