Exploring How Service Quality Drives Student Satisfaction in Higher Education

Abstract

This study investigates the relationship between service quality and student satisfaction within higher education institutions. Drawing on the HESQUAL model, it examines six dimensions of service quality: administrative quality, teaching quality, physical environment, support services, e-service quality, and transformative quality. Data were collected through an online survey of 956 students and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that transformative quality, e-service quality, and staff attitudes positively influence student satisfaction, whereas pedagogical practices and support services do not have significant effects. The study extends the multi-contextual understanding of university satisfaction by identifying relational, digital, and transformative dimensions as key drivers of the student experience. These findings provide actionable priorities for institutions seeking to strengthen student satisfaction, institutional reputation, and long-term sustainability.