Student Satisfaction in Pakistani Universities

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Asian Social Science

Vol. 7, No. 7; July 2011

A Study on Student Satisfaction in Pakistani Universities: The Case of Bahauddin Zakariya University, Pakistan Muhammad Nauman Abbasi Lecturer, Institute of Management Sciences Bahauddin Zakariya University, Multan, Pakistan E-mail: abbasimna@bzu.edu.pk Ali Malik Senior Lecturer, Department of Accounting, Finance & Economic University of Hertfordshire Business School, United Kingdom E-mail: m.a.1.malik@herts.ac.uk Imran Sharif Chaudhry (Corresponding author) Associate professor, Department of Economics Bahauddin Zakariya University, Multan, Pakistan E-mail: imranchaudhry@bzu.edu.pk Muhammad Imdadullah Department of Statistics Bahauddin Zakariya University, Multan, Pakistan Received: October 19, 2010 Abstract This study measures the level of student satisfaction with current services offered by Pakistani universities. The exploration and comparison of possible differences in terms of level of satisfaction across gender and various programs/disciplines formulate key objectives. General survey guided by well structured questionnaire through connivance sampling has been administered across a valuable sample of 401 students. Bahauddin Zakariya University (BZU) has been selected as sample case and data was collected from eighteen different disciplines and/or programs. Ten major constructs i.e. teaching, administrative/management support, transportation, library, computer labs & general labs, accommodation, medical; sports, prayer/religious facilities, and class room facilities were used. Mean analysis reflect student dissatisfied with many core services & facilities like teaching, administrative support, library, labs, accommodation, medical, and sports, while satisfaction has been reported only in three augmented areas like transportation, class room and prayer facilities. Quite interestingly, no significant differences of opinion have been recorded among male or female respondents. Overall, satisfaction level is alarming low and results indicate dissatisfaction of university students on educational services offered by Pakistani universities. Keywords: Students’ satisfaction, Higher education, University services 1. Introduction The aim of this paper is to determine satisfaction level of the students studying in Pakistani universities. As a matter of fact, student satisfaction has never been considered as an issue of importance by educational authorities nor regarded as a matter of survival by higher education institutions. This is evident form the fact that the impact of educational services provided by a university on the satisfaction level of its students has largely been an area Accepted: February 12, 2011 doi:10.5539/ass.v7n7p209

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Asian Social Science

Vol. 7, No. 7; July 2011

that remains unexplored. Higher education institutions especially universities are like practice grounds where students learn and acquire all necessary skills and abilities that potential employers out there in job market sought. To ensure that this is the case, universities tend to bundle their offerings which includes; i). core services i.e. knowledge, intellectual abilities, interpersonal skills, and communication skills, ii). actual services i.e. degrees like undergraduate, graduate and postgraduate through regular teaching and research, and iii). augmented services including infrastructure i.e. building, transportation/logistics facilities, libraries, labs, computer labs, hostel/boarding facilities, medical, sports, and class room facilities coupled with administrative support. It can be convincingly argued that student satisfaction with tangible and intangible offering at universities is vital for them to acquire those skills and abilities that can satisfy needs of those next in the chain i.e. employers and society. In Pakistan, higher education institutions are under immense...
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