Assessment of Students’ Satisfaction: A Case Study of University of Gondar

Assessment of Students’ Satisfaction: A Case Study of University of Gondar

Desalegn Ejigu Tefera

Bahir Dar University and University of Gondar

American journal of educational research and reviews

Universities in the modern world are expected to seek and cultivate new knowledge, provide the right kind of leadership and strive to promote equality and social justice. The general objective of the analysis is to investigate the satisfaction level of undergraduate level students enrolled in regular program of University of Gondar and there by understand Gondar University’s level of service quality perceived by the students. A cross-sectional study design was conducted on students of the university selected using stratified random sampling technique. The analysis was anchored on the model developed by Parasuraman et al. (1988) known as SERVQUAL. Results revealed that the satisfaction level of students in the overall service of the university is 65.4%. Additionally there is significant variation in students’ satisfaction across sex regarding student-instructor interaction, administrative student support service and facility supervision whereas no significant variation was seen regarding satisfaction due to undergraduate and post-graduate programs. Therefore it could be possible to conclude that majority of the students are satisfied with the service that the university offers. However it was also found that the number of the dissatisfied group was not insignificant and therefore more effort should be made to make the satisfaction level of the students much better than the current level.

Keywords: Gondar, Student satisfaction, Service quality

Free Full-text PDF

How to cite this article:
Desalegn Ejigu Tefera. Assessment of Students’ Satisfaction: A Case Study of University of Gondar. American Journal of Educational Research and Reviews, 2020,5:70.

1. Malik M.E (2010). The Impact of Service Quality on Students’ Satisfaction in Higher Education Institutes of Punjab, University of the Punjab, Pakistan; Rizwan Qaiser Danish.
2. MoE (2009). “Education statistics annual abstract”, Addis Ababa: Education sector Development program planning and analysis department.
3. Mulu Nega Kahsay (2012). “Quality and quality assurance in Ethiopian higher education: critical issues and practical implications”, dissertation to obtain the degree of doctor at the university of Twente, on the authority of the rector magnificus, prof. Dr. H. Brinksma,
4. Palacio, A. B., Meneses, G. D. and Perez, P. J. P., (2002). “The configuration of the university image and its relationship with the satisfaction of students,” Journal of Educational Administration, Vol. 40, No. 5, pp. 486-505.
5. Parasuraman, A., Zeithaml, V. A., & Berry, L. L, (1990), “The behavioral consequences of service quality”, Journal of Marketing, 60(2), pp. 31-46.
6. Parasuraman, A., Zeithaml, V. and Berry, L.L., (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Vol. 49, autumn, pp. 41-50
7. Parasuraman, A., Zeithaml, V. and Berry, L.L., (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, spring, pp. 12-40.
8. Reichheld, F. F., (1996). “The Loyalty Effect: The Hidden Force behind Loyalty, Boston, and Harvard Business School.
9. Smith, G, Smith, A & Clarke, A., (2007) evaluating service quality in universities: a service department perspective. Quality Assurance in Education, 15 (3):344- 351.
10. Solomon Lemma lodesso (2012). “Stakeholder Perceptions of Service Quality Improvement in Ethiopian Public Higher Education Institutions”.
11. Teshome, Y., (2007). “The Ethiopian Higher Education: Creating Space for reform”, Addis Ababa: St Mary’s University College Printing Press.
12. Ugboma, et al. (2007) “Service quality and Satisfaction Measurements in Nigerian Ports: An Exploration,” Maritime Policy & Management 34 (4)331-346.
13. UNICEF (2014). Briefing Notes, Media and External Relations Section and Education Section (Accessed on 23rd April, 2016)

Terms of Use/Privacy Policy/ Disclaimer/ Other Policies:
You agree that by using our site, you have read, understood, and agreed to be bound by all of our terms of use/privacy policy/ disclaimer/ other policies (click here for details).

This work and its PDF file(s) are licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.