Administrative Service Factors Influencing Student Satisfaction: A Case Study of a Public University

This study aims to identify factors influencing college student satisfaction with administrative services at a public university in Chengdu, Sichuan, China. The findings are intended to help university administrators optimize administrative practices and improve student satisfaction. Based on existing empirical studies, a conceptual framework was developed with seven variables: service quality, tangible infrastructure, responsiveness, reliability, academic support, technical support, and student satisfaction. The framework was validated using multiple linear regression analysis with a sample of 150 students. An action research approach was adopted, including three stages: pre strategic planning, strategic planning, and post strategic planning. During the strategic planning stage, an experimental team was formed, and 30 students participated in a controlled trial. Data were analyzed and compared using a paired samples t test to evaluate the effectiveness of the strategic plan. The results show that service quality, tangible infrastructure, responsiveness, reliability, and technical support significantly affect student satisfaction, whereas academic support has no significant effect. Accordingly, universities are recommended to improve service quality, physical facilities, response efficiency, reliability, and technical support to enhance student satisfaction.