Measuring Higher Education Service Quality (A Study across Some Selected Universities in Ghana)


Measuring service quality in higher education has become an important exercise to determine students‟ level of satisfaction and possibility of continue enrolment. This paper focuses on measuring Ghana‟s higher education service quality with the specific objective of identifying perceptions of students in University of Ghana (UG), Ghana Institute of Management and Public Administration (GIMPA) and University of Professional Studies, Accra (UPSA)as a means to evaluate the quality of service offered by these universities. The SERVQUAL model was adopted as the conceptual framework for this study. Questionnaires were used to collect data from randomly selected 300students in the business schools of the above institutions. The study found that, empathizing with students, instilling confidence in students, being responsive to students and timely delivery of promises by staff of the institutions were the key service quality criteria that affect the students‟ perception of service delivery. The study recommended that, higher education institutions in Ghana should therefore put measures in place and take steps that will greatly improve student staff relationships which in the long run, affirmatively influence students‟ perception of service quality. The smallest dimension gap score proved to be tangibles, while the largest gap score in the study proved to be reliability followed by responsiveness.


Thesis (MPhil.) - University of Ghana, 2015