International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Open Access | Fully Refereed | Peer Reviewed

ISSN: 2319-7064


Downloads: 111

Research Paper | Economics | Sri Lanka | Volume 5 Issue 12, December 2016


A Study of Relationship between Service Quality and Students? Satisfaction: Case of a Selected Private Higher Education Institute in Sri Lanka

C.L Kuruppu


Abstract: Sri Lankan tertiary education system is limited as only 15 % to 21 %of students get enrolled to the state university system each year. Consequently, there is a growing demand for private degree awarding institutes in Sri Lanka. With this increasing demand, the quality of the education service provided by these private degree awarding institutes are always questionable. However, the concept of Service Quality in education from students perspective in the local context has not yet been researched. Therefore, this study explores the quality gaps in the education service provided by a leading private higher education institute in Sri Lanka. The examination of this issue is significant to improve the service delivery of the institute to meet the quality requirements of the undergraduates. The purpose of this study is to investigate service quality gaps in the institute while identifying the relationship between the Service Quality and Student Satisfaction. To achieve these objectives, a comparison of students expected service with their perceived service was employed in relation to five generic quality dimensions. The deductive reasoning has been applied for this research with the application ParsuParasuramansSERVQUAL Model. The primary data was gathered through structured questionnaires from a sample of 450 students. The findings indicated that, there is a discrepancy between students expectations and their perceptions of the service delivered with regard to four quality dimensions such as Responsiveness, Assurance, Empathy and Tangibles under the level of significance 0.05. The highest gap was resulted with respect to the dimension of Empathy. Furthermore, findings resulted that there is a significant relationship between the Service Quality and Student Satisfaction with respect to four dimensions such as Reliability, Responsiveness, Assurance, Tangibles under the significant level of 0.01. However, it resulted that there is no significant relationship between Empathy and Student Satisfaction. The researcher recommends the institute to obtain students feedback to identify the areas of improvement, conduct peer reviews and to improve physical facilities to meet the quality of the service delivery.


Keywords: Private Higher Education Institutions, Service Quality, SERVQUAL Model, Gap Analysis


Edition: Volume 5 Issue 12, December 2016,


Pages: 1854 - 1864


How to Cite this Article?

C.L Kuruppu, "A Study of Relationship between Service Quality and Students? Satisfaction: Case of a Selected Private Higher Education Institute in Sri Lanka", International Journal of Science and Research (IJSR), https://www.ijsr.net/get_abstract.php?paper_id=ART20163836, Volume 5 Issue 12, December 2016, 1854 - 1864

How to Share this Article?

Enter Your Email Address


Similar Articles with Keyword 'Service Quality'

Downloads: 104

Research Paper, Economics, Malaysia, Volume 3 Issue 9, September 2014

Pages: 1619 - 1627

Seamless Freights Movement towards the Quality Services at Cross Border Checkpoints between Malaysia and Thailand

Mustakim Melan, Rohafiz Sabar

Share this Article

Downloads: 109

Research Paper, Economics, Turkey, Volume 5 Issue 4, April 2016

Pages: 1888 - 1898

Long and Short Term Relationship between Real Exchange Rate, Travel Revenues and Expenditure in Turkey during the Period of 2003:1-2016:1

Nazm CATALBAS

Share this Article

Similar Articles with Keyword 'Private'

Downloads: 252

Research Paper, Economics, India, Volume 9 Issue 3, March 2020

Pages: 393 - 395

Self Help Groups: A Mechanism for Social Entrepreneurship

Dr. Gaonkar Gopalakrishna M, Manjunatha M

Share this Article

Downloads: 1 | Monthly Hits: ⮙1

Research Paper, Economics, Russia, Volume 10 Issue 11, November 2021

Pages: 72 - 80

Strategic Development of Housing and Communal Services in Russia

Nikolay K. Kemaykin, Mikhail N. Pavlenkov, Pavel M. Voronin

Share this Article

Similar Articles with Keyword 'Higher'

Downloads: 1

Masters Thesis, Economics, India, Volume 10 Issue 9, September 2021

Pages: 582 - 587

A Study to Assess the Effectiveness of Structured Teaching Programme on Knowledge and Practice regarding Life Style Modification to Prevent Hypertension among Middle Age Adults

Pooja Devi, Promila Pandey

Share this Article

Downloads: 30

Research Paper, Economics, India, Volume 10 Issue 3, March 2021

Pages: 999 - 1003

Prospective Role of Agro-Tourism in Transformation of Rural India

Dr. Sharmila Bose

Share this Article

Similar Articles with Keyword 'Education'

Downloads: 1

Informative Article, Economics, India, Volume 10 Issue 10, October 2021

Pages: 511 - 514

Economic Impact of COVID-19 on Industrial Sectors in India - A Silver Lining for Some?

Tarunima Agarwal

Share this Article

Downloads: 52

Research Paper, Economics, India, Volume 10 Issue 3, March 2021

Pages: 1307 - 1311

Housing Security Index - A New Measure of Housing Security

Dr. Kiran Kumar P

Share this Article

Similar Articles with Keyword 'Institutions'

Downloads: 252

Research Paper, Economics, India, Volume 9 Issue 3, March 2020

Pages: 393 - 395

Self Help Groups: A Mechanism for Social Entrepreneurship

Dr. Gaonkar Gopalakrishna M, Manjunatha M

Share this Article

Downloads: 2 | Weekly Hits: ⮙1 | Monthly Hits: ⮙1

Research Paper, Economics, India, Volume 10 Issue 7, July 2021

Pages: 775 - 778

NPA: A Formidable Challenge for the Indian Economy

Anshul Agarwal, Varun Gola

Share this Article

Similar Articles with Keyword 'Service'

Downloads: 0

Masters Thesis, Economics, Kenya, Volume 10 Issue 5, May 2021

Pages: 1211 - 1215

The Effects of Ageing Population Growth Rate on GDP in Kenya

Tanui Kiprotich Leonard

Share this Article

Downloads: 1 | Monthly Hits: ⮙1

Research Paper, Economics, Russia, Volume 10 Issue 11, November 2021

Pages: 72 - 80

Strategic Development of Housing and Communal Services in Russia

Nikolay K. Kemaykin, Mikhail N. Pavlenkov, Pavel M. Voronin

Share this Article

Similar Articles with Keyword 'Quality'

Downloads: 1

Research Paper, Economics, Vietnam, Volume 10 Issue 7, July 2021

Pages: 894 - 900

The Effect of Corporate Sustainability on Performance of Tourist Businesses and the Mediating Role of Employee Commitment, Investor Commitment and Community Participation: The Case in Vietnam South Central Coast

Vo Thi Tam, Vo Tan Phong

Share this Article

Downloads: 1

Research Paper, Economics, South Africa, Volume 10 Issue 8, August 2021

Pages: 1136 - 1143

Towards Incorporating Rural Sanitation Issues into the Rural Development Agenda

Lindile L. Ndabeni

Share this Article

Similar Articles with Keyword 'Model'

Downloads: 0

Research Paper, Economics, India, Volume 10 Issue 5, May 2021

Pages: 94 - 96

A Study on Possibilities of India for being $5 Trillion Economy till 2025 Considering COVID-19 Crises

Somya Saran

Share this Article

Downloads: 1

Research Paper, Economics, Vietnam, Volume 10 Issue 7, July 2021

Pages: 894 - 900

The Effect of Corporate Sustainability on Performance of Tourist Businesses and the Mediating Role of Employee Commitment, Investor Commitment and Community Participation: The Case in Vietnam South Central Coast

Vo Thi Tam, Vo Tan Phong

Share this Article

Similar Articles with Keyword 'Gap'

Downloads: 59

Research Paper, Economics, Syria, Volume 9 Issue 11, November 2020

Pages: 1517 - 1541

Funding Reconstruction in Syria Lessons Learned from Singapores Development Program (EDB)

Bushra Sahban Alzuabi, Dr. Reem Issa

Share this Article

Downloads: 116

Review Papers, Economics, India, Volume 4 Issue 4, April 2015

Pages: 1932 - 1934

Foreign Direct Investment and Growth in BRICS Countries: A Review

Narender, Shilpi Devi

Share this Article

Similar Articles with Keyword 'Analysis'

Downloads: 180

Dissertation Chapters, Economics, Uzbekistan, Volume 7 Issue 12, December 2018

Pages: 489 - 492

Analyzes of Consumption of Food Products in Gross Domestic Production in Uzbekistan

Umarov Ilkhomjon Yuldashevich

Share this Article

Downloads: 115

Research Paper, Economics, India, Volume 9 Issue 6, June 2020

Pages: 1176 - 1179

An Economics Analysis of Rose Production System in Pushkar Sub-Tehsil of Ajmer

Dr. Gayatri Tanwar

Share this Article
Top