Abstracto

Perception of service quality in higher educational institution: A study of selected Universities in north-western region of Nigeria.

Adekiya AA, Bamidele A, Paul KO, Adamu AG

Background and Objectives: While the pressing need for building a stronger socio-economic, political, cultural, and industrial development still permeates in most developing nations, scholars have identified the provision of qualitative and accessible tertiary educational system as bedrock for the transformations required to achieve these needs. However, achieving qualitative educational standard extends beyond direct classroom knowledge dissemination but also encompasses other types of on-campus activities. Thus, having knowledge of the service quality on offer by these activities may assist in determining if there is need for improvement, and areas, where such improvement is needed. Having this in mind, this study was conducted to examine the perception of service quality in two Higher Educational Institutions in North-Western Nigeria. Materials and Methods: From a total population of 429 final year students, 291 students were conveniently selected, through the proportionate stratified sampling technique, to participate in the research. Furthermore, the descriptive survey design was employed to elicit responses from these students, through structured and close ended questionnaire. Results: after the 180 responses, which were considered usable for analysis were subjected to a one-sample t-test, it was revealed that while the students are of the perception that lecturers, university management, general university environment, and non-teaching staff, meets up with the requirement for service quality, they are however of the view that there is need for improvement in tangibles infrastructures such as hostel infrastructures and teaching/learningenvironment infrastructures. Conclusion: In view of these findings, we conclude by recommending a need to upgrade in these tangible infrastructures and also identify the important areas in need of future research.