Abstract:
This study aims to assess the effects of service quality in student services on
student satisfaction within the context of non-state universities in Sri Lanka.
Specifically, the research focuses on the Saegis Campus as a case study to explore
the relationship between service quality and student satisfaction. By
understanding the impact of service quality on student satisfaction, educational
institutions can identify areas for improvement and enhance the overall student
experience. The research has been conducted considering the Saegis campus as
a population of the study, and the sample was elected as four hundred using
probability sampling by considering the quantitative nature of the study. The
independent variables, tangibility, reliability, responsiveness, assurance, and
empathy, have been considered with the mediator variable of perceived service
quality to find the influence on the dependent variable, student satisfaction. The
data has been tested for reliability as well as validity at the initial level, and the
hypotheses were tested based on the regression analysis. The study has been
designed in a quantitative manner where the research instrument has been taken
to collect the data was a structured questionnaire. The study recommends to the
decision makers of the private educational institutes that tangibility, reliability,
responsiveness, assurance as well as empathy impact service quality of student
services on satisfaction among students in private universities in Sri Lanka.
Therefore, the decision-makers of the private institutes should consider the said
aspects when making decisions related to improving the service quality of
student services to ensure student satisfaction among private universities in Sri
Lanka.
