Abstract:
Purpose – The purpose of this paper is to explore the indicators of service quality from the perspective of
graduating students in a public university in Ghana. The identified indicators of service quality were rated
and the extent of satisfaction among the students was determined. Another issue explored was whether the
satisfaction among the respondents inures to their loyalty to the university.
Design/methodology/approach – A questionnaire was designed, pre-tested and administered to
500 graduating students, and 482 of them were returned for analyses. Principal component analysis was used
to determine the indicators of service quality. Independent sample t-test and z-test for proportions were used
to compare mean scores and proportions of respondents on various variables, respectively.
Findings – The results revealed three indicators of service quality which include quality of academic services
and facilities, quality of lecturers and quality of academic programs. Graduands were satisfied with academic
services, lecturers and programs. They were, however, not satisfied with the quality of facilities. Majority of the
respondents will remain associated with the university as a result of their satisfaction with the services,
lecturers as well as programs of the university. It is recommended that the university works assiduously on
improving infrastructural facilities to help boost the confidence of the students in the university.
Originality/value – This paper argues that what constitutes quality service vary from one academic
institution to the other. It is, therefore, needful for institutions to determine from the perspective of their
students what may indicate quality service
