ASSESSMENT OF DIGITAL SERVICE QUALITY AND ITS IMPACT ON OVERALL STUDENT SATISFACTION IN HIGHER EDUCATION INSTITUTIONS

In the contemporary landscape of higher education, institutions are evaluated not solely on academic excellence but also on the quality of services they provide to students. Elements such as academic instruction, administrative efficiency, campus infrastructure, internet accessibility, and the overall campus environment significantly influence students’ educational experiences and satisfaction levels. This study seeks to assess the service quality of higher education institutions and explore its impact on student satisfaction. Data were gathered from a sample of 50 students using a standardized questionnaire, and the responses were analyzed using descriptive statistics, Pearson’s correlation, cross-tabulation, and Chi-square tests. The analysis revealed a strong positive correlation between service quality and student satisfaction (r = 0.963, p < 0.01), suggesting that improvements in service delivery are significantly linked to higher levels of student contentment. These findings suggest that enhancing service delivery can significantly boost student satisfaction levels. Cross-tabulation analysis indicates that service components such as higher education support and student life services consistently contribute to sustained satisfaction. In contrast, teaching and administrative services show variability in perceived quality, leading to intermittent or mixed levels of satisfaction. The Chi-square test further confirms a significant association between service quality dimensions and student satisfaction (χ² = 78.058, df = 6, p < 0.01). The study underscores the importance of maintaining and improving service quality across all domains to foster student satisfaction, support institutional growth, and enhance competitiveness in the higher education sector. Key recommendations include the regular monitoring of service quality, targeted improvements in teaching and administrative services, and the continual upholding of high standards in academic and student support services to enrich the overall student experience.