International Journal of
Educational Administration and Policy Studies

  • Abbreviation: Int. J. Educ. Admin. Pol. Stud.
  • Language: English
  • ISSN: 2141-6656
  • DOI: 10.5897/IJEAPS
  • Start Year: 2009
  • Published Articles: 215

Full Length Research Paper

Students’ satisfaction with service delivery in federal universities in South-south geo-political Zone, Nigeria

Roseline M. Akpoiroro*
  • Roseline M. Akpoiroro*
  • Department of Educational Administration and Planning, University of Calabar, Calabar, Nigeria.
  • Google Scholar
James E. Okon
  • James E. Okon
  • Department of Educational Administration and Planning, University of Calabar, Calabar, Nigeria.
  • Google Scholar


  •  Received: 28 April 2015
  •  Accepted: 03 July 2015
  •  Published: 31 July 2015

Abstract

The study was designed to investigate the level of students’ satisfaction with service delivery in federal universities in South-south geopolitical zone of Nigeria in terms of educational, library, security, medical, transport, hostel, and ICT services. Survey design was used to carry out the study, the hypothesis was formulated and literature reviewed. Using the stratified random sampling technique 1,700 students out of a population of 70,808 formed the study’s sample. They were Years One, Two, Three and Four regular undergraduate students of the 2008/2009 to 2011/2012 academic years in federal universities in south-south Nigeria.  Data collected for this study were obtained through a face-validated Students’ Satisfaction with Service Delivery Questionnaire (SSSDQ) which had a test-retest reliability estimate of 0.83. The instrument was administered to the 1,700 respondents, but only 1,450 copies were properly filled and used to assess students’ satisfaction with the delivery of the highlighted services in their universities. Data collected were analyzed using both descriptive statistics and a single-mean population t-test. The findings of the study showed that students’ satisfaction with educational, security, and medical services was significantly high; while students’ satisfaction with library, hostel, transport, and ICT services was not significantly high. Based on the findings, various staff and facilities that contributed to effective service delivery to students were to be made available, adequate and be quality-imbued in universities.

Key words: Students, staff, service delivery, educational, library, hostel, transport, medical security, ICT services.