An Empirical Model of Students Satisfaction and Service Quality of Jahangirnagar University

Keywords: Student’s Satisfaction, Service Quality, Factor Analysis, Bangladesh


Satisfaction is a state felt by a person who has experienced performance or an outcome that fulfill his or her expectation and service quality is an important parameter of educational excellence. This study attempts to examine the relationship between service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) and students’ satisfaction. The results exhibit that there is a significant correlation among all the constructs with student satisfaction at 1% level of significance. The results also depict that the tangibles factor is the most important factor which includes a group of statements related to the environment and facilities provided by the university. Therefore, this paper will be helpful for institutions in order to enhance the quality of educational services.

Author Biography

Moyazzem Hossain, Jahangirnagar University, Savar, Dhaka, Bangladesh

Department of Statistics
Jahangirnagar University, Savar, Dhaka, Bangladesh


Arambewela, R. and John Hall, “An empirical model of international student satisfaction,” Asia Pacific Journal of Marketing and Logistics, Vol. 21, No. 4, 2009, pp. 555-569.

Aly, N. and Akpovi, J., “Total quality management in California public higher education,” Quality Assurance in Education, Vol. 9, No. 3, 2001, pp. 127-31.

Kanji, G.K., Malek, A. and Tambi, A., “Total quality management in UK higher education institution,” Total Quality Management, Vol. 10, No. 1, 1999, pp. 129-53.

Ana Brochado, “Comparing alternative instruments to measure service quality in higher education,” Quality Assurance in Education, Vol. 17, No. 2, 2009, pp. 174-190.

Albrecht, K., “Total Quality Service,” Executive Excellence, July, 1991, pp. 18-19.

Hill, F. M., “Managing service quality in higher education: the role of the student as primary consumer,” Quality Assurance in Education, Vol. 3, No. 3, 1995, pp. 10–21.

Oldfield, B. and Baron, S., “Student Perceptions of Service Quality in a UK University Business and Management Faculty,” Quality Assurance in Education, Vol. 8, 2000, pp. 85-95.

Lassar, W. M., Manolis, C., and Winsor, R. D., “Service quality perspectives and satisfaction in private banking,” Journal of Service Marketing, Vol. 14, No. 3, 2000, pp. 244-271.

Parasuraman, A., Zeithaml, V. and Berry, L. L., “A conceptual model of service quality and its implications for future research,” Journal of Marketing, Vol. 49, Autumn, 1985, pp. 41-50.

Parasuraman, A., Zeithaml, V. A. and Berry, L. L., “Five imperatives for improving service quality,” Sloan Management Review, 1990, pp. 29-38.

Asaduzzaman, Moyazzem Hossain, Mahabubur Rahman, Service Quality and Student Satisfaction: A Case Study on Private Universities in Bangladesh, International Journal of Economics, Finance and Management Sciences. Vol. 1, No. 3, 2013, pp. 128-135. doi: 10.11648/j.ijefm.20130103.11

A. Ijaz, S.M. Irfan, S. Shahbaz, M. Awan, and M. Sabir, “An Empirical Model of Student Satisfaction: Case of Pakistani Public Sector Business Schools,” Journal of Quality and Technology Management, Vol. 7, No. 2, 2011, pp. 91 ? 114.

Nunnally, J. C., “Psychometric Theory,” 2nd ed., McGraw-Hill, New York, NY, 1978.

Hair, J. R., Anderson, R. E., Tatham, R. L. and Black, W. C., “Multivariate Data Analysis,” 8th ed., Prentice-Hall International, Englewood Cliffs, NJ, 2006.

Zikmund, W.G., “Essentials of Marketing Research,” The Dryden Press, Harcourt Brace College Publishers, Hinsdale, IL, 1998.

Nunnally, J. C., and Bernstein, I. H., “Psychometric Theory,” 3rd ed., New York: McGraw-Hill, 1994.

Petruzzellis Luca, Angela Maria D’Uggento and Salvatore Romanazzi, “Student satisfaction and quality of service in Italian universities,” Managing Service Quality, Vol. 16 No. 4, 2006, pp. 349-364.

How to Cite
Hossain, M. (2018). An Empirical Model of Students Satisfaction and Service Quality of Jahangirnagar University. JOURNAL OF SOCIAL SCIENCE RESEARCH, 13, 2806-2814.