Examining the Predictive Effect of Administrative Support Services on Undergraduate Students’ Satisfaction in a Ghanaian Private University College
DOI:
https://doi.org/10.58425/ijcm.v4i1.387Keywords:
Administrative support, student satisfaction, customer service, higher education, effective communication, responsivenessAbstract
Aim: This study examined the effect of administrative support as a component of higher education customer service on undergraduate student satisfaction at a university college.
Methods: A quantitative cross-sectional descriptive design was used. The study adopted a census sampling technique, involving all 464 accessible undergraduates at the university college. Data were collected using structured, closed-ended questionnaires and analyzed using descriptive statistics and simple linear regression.
Results: Participants reported moderate to high perceptions of administrative staff’s knowledgeability (M = 3.14, SD = 1.04), responsiveness (M = 2.73, SD = 1.12), and communication effectiveness (M = 2.59, SD = 1.12). Regression analysis revealed a statistically significant, though weak, positive relationship between administrative support and student satisfaction (r² = 0.033, p < 0.001).
Conclusion: The study concludes that administrative support, as a dimension of higher education customer service, has a statistically significant but modest positive effect on student satisfaction.
Recommendation: It is recommended that administrative staff in higher education institutions should strengthen responsiveness and communication through regular training in customer service and student engagement strategies to sustain student satisfaction and loyalty.
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