Service Delivery and Satisfaction of Students at the Kwame Nkrumah University of Science and Technology, Kumasi: Implications for Educational Administration.

Abstract

There is a dearth of research on the relationship between service delivery and the level of students’ satisfaction about the services provided by universities. Using Kwame Nkrumah University of Science and Technology, Kumasi, Ghana, as a case, this paper examines the services delivered to students, their satisfaction levels and the implications for future educational service delivery strategies. Adopting the case study approach, we used semi-structured interviews to collect data from 443 students across the six Colleges of the University. We find that students were willing to pay extra for quality customer service, recommend the institution to other prospective students and are ready to return for further studies. However, most of the respondents held the view that their suggestions to the University about areas of service delivery improvement were not addressed. Hence, we conclude that the University needs to work with students and design service improvement strategies to bring about student satisfaction in the services.