Service Quality Influence on Students' satisfaction in Higher Education Institutions: The Case of The Faculty of Applied Studies at King Abdulaziz University

Abstract

Enhancing service quality to satisfy and maintain consumers has gained increasing attention in many sectors, notably higher education institutions, as this study aims to investigate. Many researchers have explored the crucial, positive influence that service quality has on student satisfaction in higher education institutions. Conversely, other studies have indicated an indirect correlation between service quality and student satisfaction. Focusing on the context of Saudi Arabia, this dissertation seeks to determine on the impact of the quality of the service provided by higher education institutions on student satisfaction. Hence, the following research question has been posed: Does service quality positively impact student satisfaction at the faculty of applied studies at King Abdelaziz University? A critical literature review was conducted in order to explore the concepts of service quality and student satisfaction, thereby illustrating the relationship between these two variables and addressing the hypothesis presented in this paper. To explore student satisfaction of perceived service quality in the higher education context, a deductive research approach adopted. The quantitative methodology necessitates the conducting of an online questionnaire using (SERVQUAL modal). This dissertation intends to examine the perceptions of 200-300 Saudi students of the quality provided by the Faculty of Applied Studies at King Abdelaziz University and its effects on student satisfaction. The data is analysed using the SPSS statistical tool, in conjunction with other processes, in order to ensure not only the reliability and validity of this research but also compliance with ethical considerations. By following these procedures, this study is forecast to yield significant results regarding the influence of perceived service quality on student satisfaction at the Faculty of Applied Studies at King Abdelaziz University in Saudi Arabia.