Evaluating the impact of service quality in higher education institutions on student satisfaction: A student-centric framework

Abstract

The quality of services provided by higher education institutions has emerged as a crucial component in determining student satisfaction and academic achievement. This study explores the essential factors of service quality in higher education from students' perspectives and examines the impact of service quality in higher education institutions on student satisfaction through a student-centric framework by taking a sample of 451 students from Uttarakhand, India, using stratified random sampling. Drawing on existing literature, focus group interviews, and empirical research, the framework identifies key dimensions such as teaching consolidation, industry-academia collaboration, campus facilities, academic services, pedagogical techniques, and curriculum responsiveness that are pivotal in enhancing students' overall educational experience. The obtained data were analyzed with the help of the PLS-SEM technique using the smart PLS software. The study's results showed that service quality has a significant and positive impact on student satisfaction (t = 8.097, β = 0.481, p < 0.05). The findings reveal a strong correlation between high service quality and increased student satisfaction, highlighting the importance of continuous improvement in the services provided by HEIs. This research contributes to understanding student needs and expectations, offering a strategic direction for HEIs to improve their overall educational experience.