Service Quality Provided by Higher Education Institutions in Somalia and Its Impact on Student Satisfaction

Abstract
This study attempts to examine the relationship between service quality dimensions (tangibility, reliability,
responsiveness, assurance and empathy) and students’ satisfaction. Furthermore, this study is also examining
critical factors in service quality dimensions (tangibility, responsiveness, reliability, assurance and empathy) that
contribute most to the satisfaction of the students. The study employed both purposive and stratified sampling
technique by using a set of questionnaire that was distributed 120 undergraduate students in three of the
universities in Mogadishu (SIMAD, MUQDISHO and BANADIR). However the study found that there is a
positive significant relationship between service quality dimensions and students’ satisfaction. The study also
found that Empathy has significant relationship with student’s satisfaction in the students’ perception of service
quality rendered by their universities. Finally the study concludes that assessing level of satisfaction and
continuous improvements of the quality of services that universities of Mogadishu provide to their students will
help management and other staff of these universities to reach organizational success.
Keywords: Service quality, Student satisfaction, higher education, tangibility, reliability, responsiveness,
assurance, empathy, Mogadishu