Perception of Service Quality in Higher Educational Institutions in Nigeria

Abstract

While the pressing need for building a stronger socio-economic, political, cultural, and industrial development still permeates in most developing nations, scholars have identified the provision of qualitative and accessible tertiary educational system as bedrock for achieving the transformations required for achieving these needs. However, achieving qualitative educational standard is not just restricted to direct classroom knowledge dissemination but also extends to other areas of on-campus activities. Thus, having knowledge of the services quality that characterized these activities may assist in determining if there is need for improvement, and areas, where such improvement is needed. This study examines the perception of service quality in Higher Educational Institution in Nigeria. By conveniently eliciting survey based data from a total of two hundred and eighty (280) students in two Nigerian higher institutions of learning, and using this as a unit of analysis, the result from the one sample t-test undertaken revealed that while the students are of significant perception that many of these factors meets up with their requirement for service quality, they are however of the view that there is need for improvement in tangibles infrastructures such as hostel infrastructures and teaching/learning-environment infrastructures. In view of these findings, we conclude by recommending a need to upgrade in these infrastructures and also identify the important areas in need of future research.