Service Quality and Student Satisfaction in Higher Education Institutions: A Case Study of a Private Zambian University

  • Evans Mwenda
  • Bupe G. Mutono-Mwanza
Keywords: Dimensions, Higher Education, Service Quality, Student Satisfaction


This study was carried out to find out the effect of service quality on student satisfaction at a Zambian Private university. This had the objective to determine how the service quality dimensions can affect student satisfaction. 354 students were interviewed through a survey that was based on Service Quality Model (SERVQUAL). Data was collected from the students in order to assess their expectations and perceptions of services received. The discrepancy between expectations and perceptions (Perception – Expectation) formed the gap scores that were used to assess service quality and student satisfaction. Negative gap scores show that service quality is perceived poor and hence no customer satisfaction while positive gap scores show that higher service quality and hence customer satisfaction. However, from the study, it was found that overall service quality was perceived low (-1.5125) meaning expectations exceeded perceptions of services and all the dimensions showed higher expectations than perceptions of services. The implications of using this model in assessing service quality and student satisfaction from the student’s perspective include knowing about students’ perceptions on service quality, trying to meet and manage students’ expectations, improving quality management by identifying areas that have weaknesses in terms of satisfying students’ needs.