SERVICE QUALITY ON STUDENT SATISFACTION IN TERTIARY INSTITUTION IN PLATEAU STATE: (A STUDY OF STUDENTS IN THE FACULTY OF MANAGEMENT SCIENCES PLATEAU STATE UNIVERSITY BOKKOS)
Abstract
Higher education stakeholders have re-strategized to identify the unique competitive causes of comfortability among students’ satisfaction. Student satisfaction has been largely observed in the literature as a significant strategy and competitive factor for higher education providers. This has compelled institutions to implement quality measures to attract and retain both potential and current students. Therefore, this research is to explore the determinants of student satisfaction. Cross-sectional data was generated from a purposive sample of 253 students in faculty of Management Science. The data was analysed using multiple regression. Expectation theory is the theory that unpins this study. The results reveal that tangibility, reliability, responsiveness, assurance, and empathy are significant components of service quality. The outcomes of the study show there is a positive and significant relationship between tangibility, reliability, responsiveness, assurance, and empathy influence student satisfaction in the institution.
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