Improving the Quality of Higher Education in Nigeria – Insights from Students’ Assessments

Abstract

The focus of this study is the assessment of the quality of higher education, from the students’ perspective, using a modified version of the SERVPERF scale. The respondents for the study comprises of 250 students of Imo State University, Owerri. Responses were analyzed using the simple regression tests and the multiple regression tests, facilitated by the use of the SPSS Version 18. In addition, responses from focus group discussions supplemented the questionnaire reports. The major findings of this study include the fact that the most relevant service attributes which determined students’ satisfaction are the Reliability, Tangibles and Responsiveness components, while the other attributes of Assurance and Empathy did not significantly impact on the students’ satisfaction. In addition, several sources of dissatisfaction were reported by the students to include insecurity and a lack of access to internet services. Among others, it is recommended that government recruits more staff so as to improve the potentials for personalized attention, security measures should be beefed up and staff re-orientation be embarked upon in order to improve the empathy and assurance dimensions which are lacking. In conclusion, it is hoped that when the needful as enumerated above are done, the quality of education in this institution would be significantly improved.