Review of Contemporary Business Research

Student’s Satisfaction Dimensions Contributing to Overall Satisfaction at the National University of Lesotho
Dr. Motšelisi C. Mokhethi, Mr. Mpheteli J. Malunga, Dr. Regina M. Thetsane

Abstract
As competition increases, funding agencies demanding more accountability and learners demanding quality education, higher education institutions have opted to be customer-centric to remain competitive. Customer/student satisfaction through provision of quality service has been pivotal in the higher education institutions. While a generic SERQUAL model has been applied to education setting, models specific to the education sector have been developed. However, there are still no agreements on the models and on the dimensions contributing to overall satisfaction. The National University of Lesotho (NUL) setting is used to identify students’ satisfaction dimensions and to determine the components that significantly contribute to students’ overall satisfaction. A sample of 240 students for a population size of 1508 was selected using a stratified random sampling approach. A total of 219 usable questionnaires were returned translating into a 91.3% response rate. The study identified three students’ satisfaction dimensions namely, university environment and attractiveness, instructor factors and programme factors. The factors were all found to be significantly and positively related to students’ satisfaction. The study has identified areas of strength and improvement and has shown that majority of students (65.3%) were not satisfied signaling need for the university to pay more attention on improving its service.

Full Text: PDF     DOI: 10.15640/rcbr.v8n2a1