ISSN: 2226-6348
Open access
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
Aly, N., and Akpovi, J. (2001). Total quality management in California public higher education. Quality Assurance in Education, 9(3), 127-131.
Cohen, J. (1988). Set correlation and contingency tables. Applied psychological measurement, 12(4), 425-434.
Hassan, S., & Shamsudin, M. F. M. F. (2019). Measuring the effect of service quality and corporate image on student satisfaction and loyalty in higher learning institutes of technical and vocational education and training. International Journal of Engineering and Advanced Technology, 8(5), 533-538.
Ishengoma, M. J. (2004). Cost-sharing in higher education in Tanzania: Fact or fiction. Journal of Higher Education in Africa/Revue de l'enseignement supérieur en Afrique, 101-133.
Institute of Public Administration. (2014-2020). IPA Graduation Book. The Zanzibar Government Printing Press. Zanzibar
Institute of Public Administration. (2016). IPA Prospectus. The Zanzibar Government Printing Press. Zanzibar
Kothari, C. R. (2004). Research Methodology: Methods & Techniques. New Age International Publishers.
Latif, K. F., Latif, I., Farooq Sahibzada, U., & Ullah, M. (2019). In search of quality: measuring higher education service quality (HiEduQual). Total Quality Management & Business Excellence, 30(7-8), 768-791.
Locke, E. A., & Bryan, J. F. (1967). Performance goals as determinants of level of performance and boredom. Journal of Applied Psychology, 51(2), 120.
Lodesso, S. L., Van Niekerk, E. J., Jansen, C. A., & Muller, H. (2018). Student satisfaction regarding Service quality at Ethiopian Public Higher Education Institutions: A case study. Journal of Student Affairs in Africa, 6(2). DOI: 10.24085/jsaa.v6i2.3309
Mallya, F. M. (2013). Assessment of Customer Service Quality and Customer Satisfaction Levels in Tanzania Banking Industry [Doctoral dissertation of Mzumbe University].
Mashenene, R. G. (2019). Effect of Service Quality on Students’ Satisfaction in Tanzania Higher Education. Business Education Journal, 6(1). Retrieved from
https://cbe.ac.tz/bej/index.php/bej/article/view/165
Ngairo, C. E. (2014). Issues Influencing Customer Satisfaction in Public Pensions Fund in Tanzania: A Case of PPF Pensions Fund Dar es salaam City [Doctoral dissertation of Mzumbe University].
Tabachnick, B. G., & Fidell, L. S. (2014). Using multivariate statistics (New International ed.). Harlow: Pearson.
Twum, F. O., & Peprah, W. K. (2020). The impact of service quality on students’ satisfaction. International Journal of Academic Research in Business and Social Sciences, 10(10), 169-181.
Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: an alternative to the disconfirmation of expectations theory of consumer satisfaction. ACR North American Advances.
Yahaya, W., Asante, J., & Alhassan, I. (2020). Institutional Service Quality and Students’ Satisfaction: Perceptions from the University for Development Studies. IOSR Journal of Business and Management (IOSR-JBM), 22(7), 31–42. https://doi.org/10.9790/487X-2207063142
In-Text Citation: (Ali et al., 2023)
To Cite this Article: Ali, M. M., Nsubuga, H., & Yusuf, S. (2023). Assessing Service Quality and Students’ Satisfaction at Institute of Public Administration (IPA), in Unguja Zanzibar. International Journal of Academic Research in Progressive Education and Development, 12(1), 723–734.
Copyright: © 2023 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode