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Service Quality and Students' Satisfaction Levels within Tertiary Institutions Located in Ogun State

Evelyn Ilamosi Ezekie, Oluwaseun John Olopade & Latifat Iyabo Akindele, Volume 5 Issue 1, July 2024 Pages 257-267, Published: 2024-07-04


student satisfaction has a tremendous influence on student enrollment, continuing, and favorable word-of-mouth promotion. As a result, the study examined how service quality affected Ogun State postsecondary students' satisfaction. The study used a cross-sectional survey approach and a standardized questionnaire. This study focused on final-year students from Federal Polytechnic Ilaro (5,308 students), Federal College of Education Abeokuta (6,000 students), and Federal University of Agriculture Abeokuta (8,000 students), three federally owned higher education institutions in Ogun State. In all, 19,308 people were the target population. 392 was the sample size that was determined by applying Taro Yamane's statistical approach. A linear regression model was utilized in the study to assess the suggested hypotheses. The findings indicated that service quality dimensions, notably responsiveness, exhibited a regression coefficient of 0.434 and a p-value of 0.000. Additionally, the dimensions of tangibility and assurance exhibited p-values of 0.704 and 0.000, respectively, while empathy demonstrated a p-value of 0.359 and a significance level of 0.000. This showed that there is a strong, moderate, and weak positive link between the characteristics of service quality and the degree to which students are satisfied with the chosen postsecondary institutions in Ogun State. The study discovered that the caliber of the services offered has a significant impact on student happiness. The study recommended that the management of the selected postsecondary institutions ensure that all of its staff members are always sympathetic and sensitive to the needs of their students in order to maximize student satisfaction and support the ongoing development of their individual institutions.