SERVICE QUALITY AND STUDENT SATISFACTION IN THE UNIVERSITY OF BENIN
            ABSTRACT
The main concern addressed in this study was the assessment of the perceptions of the students of the University of Benin of the quality of services rendered by the University to them, particularly in the areas of lectures, examinations and results and library services. Furthermore, these perceptions were compared among selected faculties and across various levels of study. Lastly, the views and suggestions for improvement in the quality of the aforementioned services in the University held by the students were highlighted.
To these ends, five faculties were conveniently selected and the questionnaires were proportionally administered to students within each faculty, i.e. convenience and quota sampling methods were employed. The data collated was analyzed through the following statistical tools; simple percentages and frequency distribution and analysis of variance (ANOVA).
The author found out that students in the University of Benin generally have a good opinion of the quality of the aforementioned services. Also, he found out that students’ perceptions differed among faculties but remained relatively homogenous across the various levels of study (100L-400L) and that students could offer numerous suggestions on measures for improving service quality within the University. On these bases, the author recommended that the University management should take students’ interests into consideration when making strategic decisions that affect them stress.
    TABLE OF CONTENTS
CHAPTER ONE: INTRODUCTION
1.1     Background to the Study    -    -    -    -    -    
1.2     Statement of the Research Problem    -    -    -    -    
1.3     Research Question    -    -    -    -    -    -    
1.4     Objective   of   the Study    -    -    -    -    -
1.5     Significance of the Study    -    -    -    -    -    
1.6     Research Hypotheses    -    -    -    -    -    -
1.7    Scope of the Study    -    -    -    -    -    -
1.8    Limitations of the Study    -    -    -    -    -
CHAPTER TWO: LITERATURE REVIEW
2.1     Introduction    -    -    -    -    -    -    -
2.2    Service Quality    -    -    -    -    -    -
2.2.2      Characteristics of Services    -    -    -    -    -
2.3    An Overview of Service Quality    -    -    -    -    -    
2.4    Benefits of Delivering Quality Service to Customers    -
2.5    Managing Quality in Service Organizations    -    
2.6    Customer Satisfaction    -    -    -    -    -    -
2.7    How to handle Customer Complaints    -    -    -    -    
2.8    Review of Studies on Service Quality in Nigerian Universities    -    
CHAPTER THREE: METHODOLOGY
3.1    Introduction    -    -    -    -    -    -    -
3.2    Research Design    -    -    -    -    -    -
3.3    Population and Sampling Size of the study    -    -    -    
3.4    Operationalization and Measurement of Variables    -    -    -
3.5     Research Instrument    -    -    -    -    -    -    -
3.6     Sources of Data    -    -    -    -    -    -    
3.7     Methods of Data Analysis    -    -    -    -    -    
3.8    Reliability and Validity of Research Instrument    -    -
CHAPTER FOUR: DATA ANALYSIS AND PRESENATION
4.1.0    Introduction    -    -    -    -    -    -    -
4.2.0    Demographic Profile of Respondents    -    -    -    -
4.3.    Descriptive Analyses and Test of Hypotheses    -    -
4.3.1    Descriptive Analyses     -    -    -    -    -    -
4.3.2     Test of Hypotheses     -    -    -    -    -    -    
4.4.    Discussion of Finding     -    -    -    -    -
CHAPTER FIVE:    SUMMARY OF FINDINGS, CONCLUSION    AND RECOMMENDATIONS
5.1     Introduction    -    -    -    -    -    -    -
5.2     Summary of Findings    -    -    -    -    -    -
5.3    Conclusions    -    -    -    -    -    -    
5.4    Recommendations    -    -    -    -    -    
5.4.1    Policy Recommendations/Implication    -    -    -
5.4.2    Further Studies    -    -    -    -    -
BIBILOGRAPHY    -    -    -    -    -    -    -    
APPENDIX I    -    -    -    -    -    -    -    -    

LIST OF TABLES
Table 3.1       Administration of questionnaires    -    -    -    
Table 4.1     Demographic Distribution of Respondents    -    -    
Table 4.2    Aggregate    -    -    -    -    -    -    
Table 4.4    Perceived Quality of Examinations& Results    -    -    
Table 4.5    Perceived Quality of Library Services    -    -
Table 4.7     Analysis of Variance on Perception of Lectures among Faculties-
Table 4.9     Analysis of Variance on Perception of Examinations and Results  among Faculties    -    -    -    -    -    -
Table 4.10    Post-hoc analysis of Perception of Examinations and
Results among Faculties    -    -    -    
Table 4.11    Analysis of Variance on Perception of Library Services among   Faculties    -    -    -    -    -    -    -
Table 4.12     Analysis of Variance on Perception of Lectures across various Levels-
Table 4.13     Analysis of Variance on Perception of Examinations and Results across various    -    -    -    -    -    -    
Table4.14    Analysis of Variance on Perception of Library Services across various
    Levels    -    -    -    -    -    -    -
Table 4.15    Presentation and Analysis of Suggestions for Improvement
in Lectures    -    -    -    -    -    -
Table 4.16    Presentation and Analysis of Suggestions for Improvement in Examination and Results    -    -    -    -    -    
Table 4.17    Presentation and Analysis of Suggestions for Improvement in Library Services    -    -    -    -    -    -
CHAPTER ONE
INTRODUCTION
1.0    Background to the Study
Education at all levels is pivotal to national development. Educated individuals are seen to be crucial catalysts for any economy through driving technological diffusion and utilization among others(Becker, 1962; Osabuohien&Etobi, 2012 as cited in George, Olayiwola, Adewole&Osabuohien, 2013). No wonder, according to UN Statistics, the education expenditure (current US$) in Nigeria was $1,878,615,000 in 2011 and has increased progressively since.
Universities, derived from the Latin word; Universities magisterium et solarium, roughly means community of teachers and scholars(Wikipedia). They are institutions of higher learning and research which grants academic degrees in a variety of subjects and provide both undergraduate and postgraduate education. They achieve this through the performance of different activities which make up their respective service delivery systems.
Currently, universities are facing an environment characterized by increased competition, new political and social contexts, changes in student age range, financial restrictions and changes in funding, among others (Angell, Heffernan &Megicks, 2008;Schlesinger, 2010). In view of this situation, establishing stable relations between universities and their publics, mainly students and former students, has become essential for guaranteeing their survival (Manzano, Simo&Taullet, 2011).
In short, to guarantee their own survival, universities must apply a relational marketing approach to their student relations so that aspects such as student satisfaction, University identification, service quality, confidence, commitment and loyalty enable them to measure their performance and provide guidelines for long-term strategies(Galán&Suárez, 2005).In the described university context the study of student satisfaction and the factors that may have an impact on it provides significant conclusions for establishing management strategies for student-university relations (Manzano, Simo&Taullet, 2011). Thus, Universities must adopt a proactive approach towards their various stakeholders in order to achieve equilibrium between desirable, necessary and suitable competences by gaining an understanding of the individual attitudes of all the stakeholders(Galán&Suárez, 2005), particularly the students who could also be regarded as the main customers in a University. The conclusions and findings from studies similar to this present  one is expected to facilitate such understanding and aid universities in formulating and implementing the right policies at the right time.
Against this background, this study sets out to examine service quality in the University of Benin from students’ perception, particularly in the following service areas;lectures delivery, handling examinations, library services, internet services, and accommodation and security services.
1.2   Statement of the Research Problem
Education occupies a very unique position in the national development of any nation (George, Olayiwola, Adewale&Osabuohien, 2013). Infect¸ according to the national bureau of statistics (2009:37), it is acknowledged “as the bedrock of socio-economic and political development and advancement of countries”. The foregoing suggests the importance of education in shaping the future of a society. However, despite the foregoing, the high rate of mass failure in most national examinations, lack of skills acquisition and culmination of anti-social behavior among young school leavers have become a serious problem to the society (Igwe&Rufai, 2012).
This highlighted problem above suggests a compelling need to assess the service delivery system of Nigerian educational institutions with a view to determining their proficiency or otherwise. Scholars in various academic institutions around the world and within the country have made commendable efforts in this regard. This study aims to provide relevant information that could lead to improvement in the quality of services such as lectures, examinations and results, library services, accommodation and security services in the Nigerian Universities.
1.3    Research Questions
This study sought to answer the following research questions:
What do students think about the quality of the services provided by the University of Benin particularly in the areas of lectures delivery, handling examinations, preparation and presentation of results, library services, internet services, accommodation and security services?
How do students’ perceptions of the quality of the aforementioned services provided by the University compare among its different faculties?
How do students’ perceptions of the quality of the aforementioned services provided by the University compare among students across various levels of study (100L-400L)?
What is the nature of the relationship between the perceived quality of the aforementioned services and students’ level of satisfaction in the University of Benin.?
1.4    Objectives of the Study
The main objective of this study is to assess the quality of the services of the University of Benin as perceived by students. The subsidiary objectives include:
( i )     to assess the quality of service provided by the University of Benin from students’ perspective in the following areas; lectures delivery, handling examinations, preparation and presentation of results,library services, accommodation and security services.
( ii )     compare the perceived quality of the aforementioned services in UNIBEN among various faculties.
(iii)    comparethe perceived quality of the aforementioned services in UNIBEN among students across various levels (100L, 200L, 300L &400L).
determine the nature of the relationship between the perceived quality of the aforementioned services  and students’ level of satisfaction in the University of Benin.
  Significance of the Study
Indeed, the following groups of people will benefit from this study; students, corporate organizations, academic and non-academic staff and the management. The information is expected to inform the opinions of the students of the University and help corporate organizations with stakes in the University to identify potential areas for performing their Corporate Social Responsibility(CSR). Also, the academic and non-academic staff could make use of the findings from the study to evaluate their work performance and job behaviours in order make corrective adjustments.
Generally, it is hoped that this study will provide valid and reliable information on the quality of the services provided by the University and assist management in formulating and implementing effective policies that will serve to improve the status quo.
1.6     Research Hypotheses
    The following hypotheses stated in their null forms will be tested in the course of the study:
Hypothesis 1: There is no significant difference in students’ perceptions of the quality of services     rendered by the University of Benin among the various faculties.
Hypothesis 2: There is no significant difference in students’ perceptions of the quality of services     rendered by the University of Benin across the various levels of study.
Hypothesis 3: There is no significant relationship between the perceived quality of services and     students’ level of satisfaction in the University of Benin.
1.7    Scope of the Study
According to Agbonifoh and Yomere(1999), the scope of a study may be defined in terms of subject matter, geographically and temporally. This study, although robust and perceivable from different perspectives such as management, staffs, public, etc was focused on the perception of students who are the main customers of the school in the business relationship.
Also, since the study was focused on the University of Benin, the geographical area of interest was Ugbowo campus. The different faculties and establishments within the campus were taken into account in the course of the study. With respect to temporal delimitation, this study is cross-sectional because the data used related to a specific point in time, i.e. the current year of the research.
1.8    Limitations of the Study
    A major problem observed was the fact that majority of the respondents (students) lacked sufficient knowledge on the subject matter. Also, it took a lot of persuasion and coaxing to get the respondents to fill the questionnaires; a situation which led which led to a majority of the respondents leaving some of the questions untended.