Institutional quality of service and satisfaction of Undergraduate Students at Makerere University, College of Education and External Studies

Abstract

This study sought to establish the relationship between institutional quality of service and satisfaction of undergraduate students at the CEES, Makerere University. The study was prompted by the persistent fall in the undergraduate students‟ enrolment amidst stiff competition in the higher education sector in Uganda and abroad. It was majorly quantitative in respect of paradigm but specifically it used a correlational cross-sectional survey design. Data were collected from 361 respondents. Undergraduate finalists were given attention for their long time experience at the university and a self-administered questionnaire was used. Data were presented, analyzed and regressed with use of SPSS. The study findings revealed that there was a significant positive linear correlation between all the dimensions of institutional quality of service that is tangibles, competence and curriculum and the dependent variable that is undergraduate student satisfaction as their PLCC values were all positive and their computed values were far less than the popular one of 0.05.making the relationship very significant. All the hypothesises were tested and found to be supported. The study concluded that in order to boost students‟ satisfaction all the three dimensions of service quality needed significant attention.