Volume 29, Issue 5, 2020
DOI: 10.24205/03276716.2020.1042
The Impact of Service Quality on Student and Academic Staff Satisfaction within Higher Education Institutions: A Case Study of Sulaimani City in Northern Iraq
Abstract
This paper aims to review the theoretical model that examines the service quality and satisfaction in Higher Education Institutions (HEIs) from the perspective of student and academic staffs; specifically, analysis-oriented towards characteristics of the relations between service quality dimensions and overall satisfaction. The specific objective of this study is to explore the relationship between the set of dimensions of overall service quality and student and academic staff satisfaction in HEIs at Sulaymani city in northern Iraq. As the nature of this study is quantitative; it was conducted in the form of a survey, with data being gathered via a survey questionnaire. An abstract data model was relied on to identify student and academic staffs’ satisfaction with service quality in HEIs. The results of this investigation found a higher correlation between student and academic staffs’ satisfaction and each one of the five determinants of service quality provided within HEIs. Based on findings, the study recommended higher education organizations management in order to succeed in enhancing satisfaction efficiency for beneficiaries customers who represented the student and academic staffs mostly, it should give a keen interest in service quality dimensions and give them prioritize as a very vital cost center to achieve the required satisfaction.
Keywords
Service Quality; Satisfaction; Higher Education; Sulaymani city; Iraq