Quality of Services and Student Satisfaction at Jordanian Universities

Abstract

The study examined the relationship between quality of services provided at public Jordanian universities and student satisfaction, and the impact of three individual-differences variables (gender, nationality, and scholarship) on that relationship was assessed.

 Questionnaires were randomly distributed to undergraduate business students enrolled at four major public universities, and 776 completed surveys were returned and used in the study.  SPSS Version 17 was utilized in analyzing descriptive statistics of the data and regression analysis was used to assess the impact of perceived quality on satisfaction. Results indicated that quality of service and student satisfaction levels at Jordanian public universities were rated as “average”, and that quality of services provided seemed to effect student satisfaction.  Additionally, results showed statistically significant differences in satisfaction levels attributed to sex of the respondent.  A number of recommendations are presented to enhance the quality services and student satisfaction at Jordanian public universities.

Key words: Quality of student services, student satisfaction, Jordanian universities.