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STUDENTS’ PERCEPTION AND SATISFACTION TOWARDS CUSTOMER SERVICE IN HIGHER EDUCATION INSTITUTIONS
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Yolande Hefer, Michael Colin Cant 
Abstract
It is common knowledge that students experience various types of problems with universities and other higher education institutions. These problems are not limited to any specific country and it can be said that problems experienced in one country will most likely also occur in other countries. This study was done in order to determine students’ perceptions and their satisfaction of the Student Administration departments in higher education institutions. The target population consisted 200 of undergraduate students in their 1st and 3rd year in a higher education institution. Quantitative research was conducted and a non-probability sample was chosen. Quota sampling was used in order to improve the representativeness of the sample The results from the study indicated that students’ perceptions about the quality of the service received, in terms of reliability and responsiveness, from universities are slightly above average.
Keywords: Service Quality, Higher Education Institutions, Students’ Perceptions, SERVQUAL, Student Administration
How to cite this paper: Hefer, Y., & Cant, M. C. (2014). Students’ perception and satisfaction towards customer service in higher education institutions. Corporate Ownership & Control, 12(1-6), 599-605. https://doi.org/10.22495/cocv12i1c6p7
