Measuring Service Quality Dimensions through Client Satisfaction in a Science and Technology University

Abstract

This descriptive-evaluative study measured and evaluated the satisfaction of the clients served by a science and technology university to generate verifiable data and tangible evidence to assist the university in determining the effectiveness of its service delivery. The 740 research participants were the students, alumni, parents and suppliers chosen through stratified random and convenience sampling. A questionnaire for collecting both qualitative and quantitative data was utilized based on the prescribed guidelines by the AO 25 s. 2011 IATF. S&T university is rated as “outstanding” with, seven service dimensions rated as “outstanding” and one as “satisfactory.” Highest ratings are for integrity, assurance and outcome and the lowest for costs. Females, 18-34 years old, and suppliers were the most satisfied clients. Significant differences were revealed in the dimensions of communication, integrity, assurance, and outcome when clients were grouped according to sex; responsiveness dimension when clients were grouped according to age; and all seven dimensions and outcome when clients were grouped according to type of clients. Suggestions on the improvement of services fell into three overarching themes which were personnel, service delivery and infrastructure.