Educational Service Quality and Students’ Satisfaction in Public Universities in Kenya

Abstract

Abstract

The purpose of this study was to investigate the relationship between educational service quality and students’ satisfaction in public universities in Kenya. Specifically, the study explored the dimensions of educational service quality in the universities. Further, the study determined the relationship between educational service quality dimensions and students’ satisfaction in the universities. The study adopted cross sectional research design. Eight universities were sampled using stratified random sampling. The study respondents were 1062 third and fourth year undergraduate students selected using proportionate stratified random sampling. The data generated from the study were analyzed using descriptive statistical analysis, factor analysis, and regression analysis. The study found that educational service quality in the universities was determined by ten reliable dimensions. The dimensions were quality of teaching facilities, quality of library service environment, provision of internet services, availability of text books in libraries in the universities, administrative service quality, lecturer quality, quality of instructional practices, reliability of university examinations, perceived learning gains and quality of students’ welfare services. Independently, quality of teaching facilities, availability of textbooks in libraries in the universities, administrative service quality, reliability of university examinations, perceived learning gains and quality of students’ welfare services were significantly and directly related to students’ satisfaction at p<.05. Availability of internet services was directly but negatively related to students’ satisfaction. Quality of library service environment, lecturer quality and quality of instructional practices were directly but insignificantly related to students’ satisfaction.

Key words: University, Education, Service, quality, students’, satisfaction, dimensions