A Study on Service Quality and Students’ Satisfaction in Private Universities in Tanzania
This study attempts to examine the relationship between service quality dimensions and overall service quality
(tangibility, responsiveness, reliability, assurance and empathy) and student’s satisfaction. To achieve the objective of this
study, the data was obtained through questionnaires and administered to 468, 2nd and 3rd year students in three private
universities. The data analysis shows that, there is a direct relationship between service quality and students’ satisfaction.
The study found that, the highest predictor to students’ satisfaction is reliability, this is followed by responsiveness and
empathy. The study concluded that, the universities should put the effort to enhance the standard of service quality according
to the students need.
Keywords - Service quality, Student Satisfaction, Tanzania Private Universities.