A Study on Service Quality and Student Satisfaction in Higher Educational Institutions of Kollam District

Abstract

The study investigates the relationship between perceived service quality and student satisfaction in higher educational institutions of Kollam District, Kerala. Service quality in education is an important determinant of institutional success, student retention, and academic performance. The study adopts the SERVQUAL model, covering five dimensions—tangibility, reliability, responsiveness, assurance, and empathy—to evaluate student perceptions. A structured questionnaire was distributed among 150 students from government, aided, and self-financing colleges in Kollam District. Statistical tools such as mean, percentage analysis, correlation, and regression were used. The results reveal that reliability and responsiveness have the strongest influence on student satisfaction, followed by assurance and empathy. Tangibility, while important, plays a comparatively lesser role. The study concludes that improving teaching quality, timely feedback, and supportive communication can significantly enhance students’ satisfaction and their overall perception of institutional service quality.