FACTORS AFFECTING STUDENTS’ PERCEPTION ON SERVICE QUALITY IN HIGHER EDUCATION INSTITUTION: A CASE OF HAWASSA UNIVERSITY

Abstract

The study factors affecting Students’ Perception on Service Quality In Higher Education Institution: A Case Of Hawassa University by regarding five independent variables- Learning Resources, Teachers’ Quality, Administrative staff, Infrastructure & curriculum implementation. A mixed research design was employed. Data was collected through Multi stage sampling from 1472 target population three hundred (300) students with a response rate of 95.2%. The data was presented to analyze descriptive statistics, reliability test and comparing Inferential Analyses (i.e. correlation analysis, multiple linear regressions, and ANOVA) with the aid of statistical package for social sciences (SPSS) version 23. The findings of the study indicates that all five factors in the research was identified as critical factors that influence Students’ Perception on Service Quality. The value of R square obtained was 0.839, demonstrates that 83.9% of Students’ Perception on Service Quality variation can be explained by the independent variables. The study concluded that all factors that used in this study have a positive and significant influence on Students’ Perception on Service (P<0.05). Based on the finding, the researcher forwarded recmendations that Higher Education Institution Management should focus and work on the above statistically significant factor in order to enhance and increases service quality