Service Quality Delivery and Students’ Satisfaction in the University of Calabar, Calabar, Nigeria

This research examined service quality delivery and students’ satisfaction in the University of Calabar, Nigeria. The study aimed to determine effect of service reliability, responsiveness, empathy and tangibles on students’ satisfaction in the University of Calabar, Nigeria. Descriptive research design was adopted. Primary data were obtained from 188 students in the University of Calabar using structured questionnaire. The data obtained were tested using simple linear regression in the Statistical Package for the Social Sciences (SPSS 23). The findings of the study revealed that service reliability, responsiveness, empathy and tangibles had a significant effect on customers’ satisfaction in the University of Calabar, Nigeria. Hence, the study concluded that service quality delivery had a significant effect on customers’ satisfaction in the University of Calabar, Nigeria. It was recommended that: the administration of the University of Calabar should improve the reliability of the institution’s academic services by updating their curriculum to suit the requirements of the 21st century, maintaining and employ lecturers who have the capacity to deliver superior academic services, and ensuring that students graduate in time without delay.; the administration of the University of Calabar should improve staff responsiveness to students’ academic requirements by encouraging staff to resolve students’ academic challenges rapidly and urging lecturers to be punctual to classes; the University of Calabar can improve students’ satisfaction with their services by encouraging its staff to always be cordial, hospitable and courteous in their interactions with students; and the administration of the University of Calabar can improve students’ satisfaction with their services by ensuring the availability of modernized infrastructure and facilities that support academic learning (Word Count: words).