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| HigherEducational Service Quality and Students’ Satisfaction in Zanzibar. A Comprehensive Review. |
Othman Mohammed Ahmed, Bing Wang
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Abstract:
Abstract: The objective of this review is to render all available constructive literature about students’ satisfaction with a sound theoretical and empirical background. Data were collected from refereed journals and conference papers, and are constructively analyzed from different point of views to filter a sound background for future studies. The first section of the paper discuss students’ satisfaction, satisfaction models and frameworks used by previous researchers around the world and second section explain the empirical findings of previous studies in real world context.
This study found out that Service quality in higher learning institutions is a multi - dimensional construct and there is no consensus among authors on the dimensions or the best model that should be used evaluate service quality in institutions of higher learning. Although In the studies reviewed, the SERVQUAL instrument has been used the most in the measurement of service quality.
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