| dc.contributor.author | Onditi, Evans Ojiambo | |
| dc.contributor.author | Wechuli, Thaddeus Wafula | |
| dc.date.accessioned | 2026-03-18T08:07:43Z | |
| dc.date.available | 2026-03-18T08:07:43Z | |
| dc.date.issued | 2017 | |
| dc.identifier.issn | 2250-3153 | |
| dc.identifier.uri | http://repository.mut.ac.ke:8080/xmlui/handle/123456789/6668 | |
| dc.description.abstract | This is a conceptual paper that examines service
quality and student satisfaction in higher learning institutions. It
presents the reviews of the literature on the service quality
construct in higher education and its influence on student
satisfaction. The theoretical perspective of this paper included
the Gap Model of service quality and the hierarchical service
quality model. The various instruments for measuring service
quality in higher education have been discussed briefly with a
summary of the measurement instruments by different authors
and their dimensions provided. The empirical studies have
indicated that there is no consensus among authors on the
dimensions that should be used to evaluate service quality in the
higher education sector and hence different dimensions and
measurement scales have been used by different authors. This
paper concludes that service quality in higher education has a
significant influence on student satisfaction and therefore higher
education institutions should put in place mechanisms to collect
student feedback to enable them to determine the service quality
dimensions of interest to their students so that they can make the
necessary improvements on the relevant service quality
dimensions. | en_US |
| dc.language.iso | en | en_US |
| dc.publisher | International Journal of Scientific and Research Publications | en_US |
| dc.subject | Service Quality, Student satisfaction, Servqual, Hedperf, and ServPerf. | en_US |
| dc.title | Service Quality and Student Satisfaction in Higher Education Institutions: A Review of Literature. | en_US |
| dc.type | Article | en_US |
