Evaluating Service Quality and Student Satisfaction in Business Schools

Measuring service quality in business schools has gained significant attention as competition among institutions continues to rise. Service quality continues to be an essential component in promoting positive student outcomes. Service quality plays a crucial role in shaping students’ perceptions of their academic environment and directly influences their satisfaction levels. When institutions deliver reliable services, effective teaching, and supportive administrative processes, students are more likely to express favourable satisfaction outcomes. High service quality also enhances students’ trust in the institution, leading to stronger engagement and academic commitment. This study investigates the influence of key service quality indicators on student satisfaction in business schools. Data were obtained from 340 students enrolled in various business schools, and PLS-SEM was utilized to analyze the relationships between service quality indicators and student satisfaction. The results indicate that all service quality indicators positively affect student satisfaction. This study provides practical insights for policymakers and administrators seeking to enhance student experiences.