ASSESSING SERVICE QUALITY AND STUDENTS SATISFACTION AT INSTITUTE OF PUBLIC ADMINISTRATION (IPA) IN UNGUJA ZANZIBAR
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Date
2023-01-18
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HUMAN RESOURCE MANAGEMENT ACADEMIC RESEARCH SOCIETY
Abstract
This study evaluated service quality and students’ satisfaction at the Institute of Public
Administration (IPA) Unguja Campus. The specific objective in this study was to examine the
Reliability, Competence and Means Communication of the employees in satisfying the
students at the Institute of Public Administration. The study employed quantitative research
approach. The sample size consisted of 241 students and survey questionnaire was used to
collect data. Descriptive and Pearson correlation techniques were used to analyze the data
from the respondents. The results showed that, (70%) means of communication of the
employees, competence of the employees and reliability of the employee have positive
correlation with students’ satisfaction at the Institute of Public Administration (IPA) Unguja
Campus. The results revealed further that, independent variable which was the means of
communication of the employees had greater correlation with student’s satisfaction at the
Institute of Public Administration, Unguja (0.844, p < 0.01) with students’ satisfaction
compared to reliability of the employees and competence of the employees. The study
concludes that, means of communication has significant correlation with students’
satisfaction at the Institute of Public Administration. The study recommends that, the
Institute of Public Administration should continue to implement the service quality standards
in education to ensure continuous improvement of student’s satisfaction
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Ali etal., 2023