The Mediating Role of Institution's Perceived Service Quality on the Relationship Between Service Delivery and Student Satisfaction

<p>In today’s competitive higher education landscape, ensuring student satisfaction is vital for institutional success. This study aimed to determine the mediating role of perceived service quality in the relationship between service delivery and student satisfaction, conducted at a higher education institution in Ozamiz City during the academic year 2024–2025, with 500 student respondents selected through stratified random sampling. Using a descriptive-correlational design, data were collected through validated questionnaires and analyzed using means, standard deviations, Pearson correlations, and multiple regression. Results revealed that the institution had excellent service quality. The institution also had a very highly effective service delivery. Students were very highly satisfied with the institution’s services. A very highly significant positive relationship was found between service quality and service delivery. There was also a very highly significant positive relationship between service quality and student satisfaction. A very highly significant positive relationship was found between service delivery and student satisfaction. Perceived service quality significantly mediated the relationship between service delivery and student satisfaction, highlighting its vital role in strengthening the overall connection among these factors and ensuring that students consistently experience high levels of trust, confidence, and fulfillment in the services provided by the institution. It is recommended that the institution strengthen responsiveness, empathy, and efficiency through regular feedback, streamlined processes, active faculty engagement, and innovative teaching to enrich the student experience.</p>