Service Delivery and Students Satisfaction in Obio Akpa Campus of Akwa Ibom State University

Abasiama A. Mfon & Justina Ekong

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Abstract

Exploratory research indicated that although the Akwa Ibom University Management had put many measures in place to assure students’ satisfaction at the Obio Akpa campus of the University, there were still complaints. Thus, the main thrust of this study was to determine the effect of service delivery on students’ satisfaction with Akwa Ibom State University services. The research design adopted was the cross sectional survey. Respondents were selected randomly through the hat and draw method to supply primary data through an adapted service delivery questionnaire. Five hypotheses were raised, analysed and tested statistically using the simple regression analytical tool. The results of the analysis revealed statistically significant and positive effect of all the independent variables (lecturers teaching styles, administrative service, infrastructure and academic resources, students’ welfare services and examination/evaluation system) on students’ satisfaction with the services offered by the University. Thus, contrary to the result of the exploratory research, all the indicators of service delivery affected students’ satisfaction positively, suggesting that the students were satisfied. Based on these findings, it was recommended that Akwa Ibom State University Management should inculcate a comprehensive and continuous culture of quality services through the academic staff pursuing their task with passion and dedication; administrative staff continuously delivering quality services to promote students’ satisfaction; students welfare being upheld and students union government continuously operating independently and freely; infrastructural and academic facilities being invested in and examination/evaluation system being qualitative and fair enough, across board.

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