A significant comparison between the expectation and satisfaction level of students regarding the services provided by Private Universities of Bangladesh: A profound study on Varendra University

Abstract : This study aims to assess the potent dimensions (i.e. University facilities, teacher’s skill or administrative support) that influence student’s satisfaction compared to their expectation from the Varendra University located in the northern region of Bangladesh. The study also aims to find out the influential service factors that encourage students for the enrollment of the university. Depending on the nature of the study, the authors have used primary data only. Nonprobability technique of convenience sampling has been used to collect data through a set of pretested structured questionnaire from the students of different years of Varendra University excluding the students of first year to ensure that the respondents are aware and have used the services. 485 samples were collected from the students of all the department of Varendra University randomly on a proportional basis. Multiple statistical tools have been employed to analyze the data namely reliability test, descriptive statistics, correlation analysis and factor analysis. The findings revealed that students are highly satisfied with teacher’s skill (2nd dimension) while mostly dissatisfied with the facilities provided by the university (namely internet facilities, lab facilities, repairing and maintenance facilities in 1st dimension) and administrative supports (namely Student complaints channels in 3 rd dimension). However, the study has found a strong positive correlation among all the services provided by the university and student’s satisfaction. The factor analysis disclosed teacher’s skill as the most influential factor that has the highest explanatory power in terms of student’s expectation and satisfaction.