Students' satisfaction with service quality in higher education institutions: the perspective of students' expectations and perceptions in Tanzania

The main study from which these datasets were extracted was conducted through pragmatic approach, where quantitative and qualitative data were collected. A cross-sectional survey design was employed to collect data from one selected Higher Education Institution in Tanzania. Questionnaires with seven Likert-like scales were used to collect data on students’ ratings on expectations, perceptions and satisfaction on service quality in Higher Education and intentions to re-enroll to the same Higher Education. The first year and finalist students were selected through cluster sampling of students pursuing different degree programs. The intent of the study was to examine the perceived differences of students’ expectations, perceptions and satisfaction based on differences of demographic characteristics. The collected data were initially analyzed by conducting Confirmatory Factor Analysis (CFA) to identify dimensions that determine service quality in Higher Education. In addition, Multi Linear Regression Analyses were conducted to examine the linear relation between quantitative (continuous) response variable and one or more independent variables. This was performed to study the relationship between several independent variables and each of the factors produced from factor analysis. Demographic characteristics such as mode of parenting, education level, and economic status, and schooling background, year of study and degree programme (specialization) were used as independent (continuous) variables while the two factors produced in CFA were used as dependent variables. Final data for interpretation were transformed into Tables with parameter estimates and standard errors of linear regression model for expectations, perceptions, satisfaction and intentions.