Students’ Perception towards Service Quality of Private Higher Educational Institution in Bangladesh

Abstract

Service Quality of a Private Higher Educational Institute has become competitive as well as challenging due to the accessibility of a considerable alternative. Students are delighted with their institutions when the quality services ensure their expectations. The primary purpose of this research is to evaluate students' perception through service quality of a higher educational institute in International Islamic University Chittagong (IIUC), Bangladesh. Primary data were collected from 273 IIUC students randomly from February to April 2019. Descriptive Statistics, reliability analysis, exploratory factor analysis (EFA), and structural equation modeling (SEM) were run to evaluate the service quality in IIUC. The study was conducted by using SPSS, AMOS-24 version. Based on research findings, transport services, tuition fees, physical and medical facilities have direct and significant effect on overall students' satisfaction on service quality dimension and internet facilities, research facilities and administrative services have significant indirect influence to the students' overall satisfaction. Therefore, if the university desires to carry out better students' satisfaction, they have to improve the above dimensions. Proper implementation of these findings might help the university to make a better strategic plan to improve students' overall satisfaction.