Analysis of Students' Opinions Regarding Service Quality Related to Physical Facilities of Public Universities in Bangladesh

Year 2025, Volume: 6 Issue: 1, 52 - 67, 30.06.2025

Md. Ramizul Islam , Fatih Şahin

https://doi.org/10.55993/hegp.1596006

Abstract

The study uses a qualitative research design to analyze the students' opinions of service quality related to the physical facilities of public universities in Bangladesh. The purposive sampling method was followed to select twelve students from multiple departments at six universities in different locations across the country. Data has been collected through a semi-structured interview protocol and analyzed using thematic analysis methods. The study uncovered inadequacies in the classroom's conventional tool setup, the library's limited seating capacity and absence of an integrated e-library, and the students' welcoming environment. New books and an updated curriculum are scarce, while the seminar room encounters inactive internet access and insufficient reference materials. There is a deficiency in the computer lab, a lack of opportunities for independent research in the laboratory, and an absence of modern equipment and essential chemicals. The ICT facilities perpetuate a traditional administrative approach within the university system. Additionally, the student residences are characterized by inadequate and unhealthy facilities, while the canteen system serves substandard food with insufficient nutrients. There needs to be more gym and sports facilities for females. Medical services are provided by substandard treatment and common medicine by inadequate doctors; students enjoy limited and scheduled transport, and an insecure campus exists; these adversely impact students' satisfaction and academic performances. We recommend that public universities take the necessary steps to enhance the quality of services, particularly related to physical facilities.

Keywords

Students’ opinion , Service quality , Public universities , Physical facilities , Bangladesh

Project Number

1

References

• Ada, S., Baysal, Z. N., & Erkan, S. S. S. (2017). An Evaluation of Service Quality in Higher Education: Marmara and Nigde Omer Halisdemir Universities' Department of Education Students. Universal Journal of Educational Research, 5(11), 2056-2065. DOI: 10.13189/ujer.2017.051122
• Ahmmed, M. (2013). Higher education in public universities in Bangladesh. Journal of Management and Science, 3(2), 182-190.
• Ahsan, M. M., Jerin, S. S., & Islam, M. R. (2023). Digital Divide in Education Sector of Bangladesh during COVID-19. European Journal of Science, Innovation and Technology, 3(3), 96-112.
• Akareem, H. S., & Hossain, S. S. (2016). Determinants of education quality: what makes students’ perception different? Open Review of Educational Research, 3 (1), 52–67.
• Akter, H., & Uddin, M. T. (2018). Teaching and Learning Environment at Tertiary Education in Bangladesh: A Comparison Between Public and Private Universities. THE Chittagong University Journal of Business Administration, 139.
• Alam, M. M., Alauddin, M. D., Sharif, M. Y., Dooty, E. N., Ahsan, S. M. H., & Chowdhury, M. M. (2021). Students' Satisfaction and University Reputation through Service Quality in Private Higher Educational Institutions in Bangladesh. The Journal of Asian Finance, Economics and Business, 8(9), 91-100.
• Alam, M. J., &Mezbah-ul-Islam, M. (2023). Impact of service quality on user satisfaction in public university libraries of Bangladesh using structural equation modeling. Performance Measurement and Metrics, 24(1), 12-30.
• Alhazmi, F. A. (2022). Saudi University Students' Perceptions of Service Quality in Higher Education. Educational Planning, 29(4), 7-26.
• Ali, S., Sarker, M. F. H., Islam, M. S., Islam, M. K., & Al Mahmud, R. (2021). Pursuing Higher Education: Adaptation Challenges and Coping Strategies of Rural Students at Urban Universities in Bangladesh. Tertiary Education and Management, 27(2), 91–106. https://doi.org/10.1007/s11233-021-09067-3
• Andaleeb, S. S., & Simmonds, P. L. (1998). Explaining user satisfaction with academic libraries: strategic implications. College & Research Libraries, 59(2), 156-167.
• Aminuzzaman, S. M. (2011). Quality issues of higher education in Bangladesh. Journal of General Education, 1(1), 1-15.
• Azni, I. N., Giyatmi, G., & Amelia, J. R. (2019). Study Of Customer Satisfaction At Canteen Of Sahid University–Jakarta. In ICCD (Vol. 2, No. 1, pp. 627-631).
• Aziz, A., & Hossain, M. T. Digital Access, Resources, and Literacy: Mapping the Digital Divide and ICT Learning Challenges Among Undergraduate Students in Bangladesh.
• Azad, A. K. (2024). Challenges faced by teachers to use multimedia in classroom and students’ perception from it: a case study on a selected college in Bangladesh. Journal of Management and Business Education, 7(1), 54-69.
• Barua, D., & Uddin, M. S. (2021). Service Quality Dimensions of Higher Education Institutions and Students' Satisfaction: Bangladesh Perspective. Int'l J. Soc. Sci. Stud., 9, 13.
• Cardona, M. M., & Bravo, J. J. (2012). Service quality perceptions in higher education institutions: the case of a colombian university. Estudiosgerenciales, 28(125), 23-29.
• Cano, M. C., &Hijada II, V. M. (2024). Canteen service quality and customer satisfaction: a mixed method study. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 16(2), 48-80.
• Choi, H., You, Y. Y., &Seo, M. G. (2021). The Influence of Residential Environmental Factors and Design Factors on Residential Satisfaction in the Share House of Young Generation. Ilkogretim Online, 20(3).
• Chowdhury, M. A. A. (2011). A case study exploring Bangladeshi teacher educators' perspectives of information and communication technology (ICT) in education.
• Chowdhury, S. A., Arefin, S., &Rahaman, M. M. (2018). Impacts of ICT integration in the higher education classrooms: Bangladesh perspective. Journal of Education and Practice, 9(32), 82-86.
• Creswell, J. W. (2013). Qualitative Inquiry and Research Design: Choosing among Five Approaches (3rd ed.). New York: SAGE Publications.
• DeShields Jr, O. W., Kara, A., &Kaynak, E. (2005). Determinants of business student satisfaction and retention in higher education: applying Herzberg's two‐factor theory. International journal of educational management, 19(2), 128-139.
• Đonlagić, S., &Fazlić, S. (2015). Quality assessment in higher education using the SERVQUALQ model. Management: journal of contemporary management issues, 20(1), 39-57.
• du Plessis, A., & Webb, P. (2012). Teachers' Perceptions about their Own and their Schools' Readiness for Computer Implementation: A South African Case Study. Turkish Online Journal of Educational Technology-TOJET, 11(3), 312-325.
• Edwards, S., & Browne, M. (1995). Quality in information services: do users and librarians differ in their expectations?. Library & information science research, 17(2), 163-182.
• Fakir, M. S. I. (2019). Curriculum Gaps of Bachelor’s Business Education in Universities of Bangladesh: An Analysis. International Journal of Vocational Education and Training Research. Vol. 5, No. 1, 2019, pp. 16-22. doi: 10.11648/j.ijvetr.20190501.13
• Goldstein, S.D. (2009). Superior Customer Satisfaction and Loyalty. ASQ Quality Press. ProQuest EBook Central.
• Haque, H. J., Das, D., & Farzana, R. (2011). Satisfaction with student services at the tertiary level: perspective Bangladesh. European Journal of Social Sciences, 19(2), 286-296.
• Hill, F. M. (1995). Managing service quality in higher education: the role of the student as primary consumer. Quality assurance in education, 3(3), 10-21.
• Islam, G. M. N., Ali, M. I., & Islam, M. Z. (2017). Quality assurance and accreditation mechanisms of higher education institutions: policy issues and challenges in Bangladesh. European Journal of Education Studies.
• Islam, S., & Himel, S. H. (2018). Services quality and students’ satisfaction: A study on the public higher education institutions (HEIs) of Bangladesh. Journal of Business, 39(2), 20135-149.
• Islam, M. T., & Selim, A. S. M. (2006). Current status and prospects for e-learning in the promotion of distance education in Bangladesh. Turkish Online Journal of Distance Education, 7(1).
• Jaber Hossain, M., & Islam, A. (2012). Understanding perceived service quality and satisfaction: A study of Dhaka University Library, Bangladesh. Performance Measurement and Metrics, 13(3), 169-182.
• Ji, Y. G., & Ko, W. H. (2022). Developing a Catering Quality Scale for University Canteens in China: From the Perspective of Food Safety. Sustainability, 14(3), 1281.
• Kabir, A. (2012). Neoliberal hegemony and the ideological transformation of higher education in Bangladesh. Critical Literacy: Theories and Practices, 6, 2–15.
• Kabir, A. H. (2021). ‘Network governance’ and the formation of the strategic plan in the higher education sector in Bangladesh. Journal of Education Policy, 36(4), 455–479. https://doi.org/10.1080/02680939.2020.1717637
• Kalam, A., &Mahonta, H. C. (2017). Measuring Service Gap of Higher education in Bangladesh: A comparative study between Public University and Private university. IOSR Journal of Business and Management, 19(11), 49-55.
• Kocapınar, E. B. (2002). Service Quality Measurement in Higher Education: An Application (Doctoral dissertation, Marmara Universitesi ,Turkey.
• Küçüksüleymanoglu, R. (2017). The Influence of Organizational Image on Academic Success for International Students. International Journal of Higher Education, 6(5), 56-64.
• Mensink, F., Schwinghammer, S. A., &Smeets, A. (2012). The Healthy School Canteen programme: a promising intervention to make the school food environment healthier. Journal of environmental and public health, 2012(1), 415746.
• Mohiuddin, M., & Chy, A. F. R. (2015). Impact of Canteen Food on Brain Development of the Students: An Empirical Study on the University of Chittagong.
• Monem, M., &Baniamin, H. M. (2010). Higher education in Bangladesh: Status, issues and prospects. Pakistan Journal of Social Sciences, 30(2), 293-305.
• Mujaffar, A. T., & Khan, A. H. (2004). Overcoming the Challenges in higher Education in Bangladesh. Observer Magazine, Friday, August, 20. Nehemiah, N. C. (2023). Infrastructural Facilities and Academic Performance of Students in Imo State University, Owerri. International Journal of Research and Innovation in Social Science, 7(9), 1568-1583.
• Nekoei‐Moghadam, M., &Amiresmaili, M. (2011). Hospital services quality assessment: Hospitals of Kerman University of Medical Sciences, as a tangible example of a developing country. International journal of health care quality assurance, 24(1), 57-66.
• O’Neill, M. A., & Palmer, A. (2004). Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education. Quality assurance in education, 12(1), 39-52.
• Onifade, V. (2021). The effects of residential environmental factors on residents’ housing satisfaction in Ogun State, Nigeria. Ghana Journal of Geography, 13(2).
• Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
• Rabbani, G., & Chowdhury, S. (2014). Quality of higher education in Bangladesh: Governance framework and quality issues. BeykentÜniversitesiSosyalBilimlerDergisi, 7(1).
• Rahman, M. M. (2013). Quality higher education and students’ perception: A study on private universities of Bangladesh. Global Disclosure of Economics and Business, 2(1), 9-19.
• Rahman, M. Z. (2021). The Impact of ICT on Quality Education at the Universities of Bangladesh: An Empirical Study (Doctoral dissertation, © University of Dhaka).
• Rahman, S. M., Mia, M. S., Ahmed, F., Thongrak, S., &Kiatpathomchal, S. (2020). Assessing students' satisfaction in Public Universities in Bangladesh: An empirical study. The journal of asian finance, economics and business, 7(8), 323-332.
• Raihen, M. N., Akter, S., & Sardar, M. N. (2023). Food satisfaction among students: A study of present public university students in Bangladesh. Journal of Mathematics and Statistics Studies, 4(1), 01-18.
• Roknuzzaman, M. (2007). Status of human resource management in public university libraries in Bangladesh. The International Information & Library Review, 39(1), 52-61.
• Sapri, M., Kaka, A., & Finch, E. (2009). Factors that influence student’s level of satisfaction with regards to higher educational facilities services. Malaysian Journal of Real Estate, 4(1), 34-51.
• Sarkar, S. H., Rana, S. R. S., &Zitu, R. A. Z. R. A. (2012). Challenges of Quality Higher Education in Bangladesh: A Study on Public Universities. Market Forces, 8(4).
• Schneider, M., Nössler, C., Carlsohn, A., &Lührmann, P. M. (2023). Environmental intervention in a university canteen with focus on decision guidance: An evaluation study regarding food consumption, nutrient intake, perception, and satisfaction by canteen users. Journal of public health research, 12(2), 22799036231181206.
• Shahriar, F. M., Haque, H. M., &Barai, M. K. (2016). Information and communications technology facilities at the tertiary level education in some urban universities in Bangladesh. Int. J. Hum. Capital Urban Manage, 1 (3), 149-158.
• Şimşek, M. (2000). SorularlatoplamkaliteyOnetimivekalitegüvencesistemleri (Quality administration with questions and quality assurance systems). İstanbul: Alfa Publications.
• Tabassum, F. (2023). An analysis of the access to academic resources in higher study in Bangladesh: a case study of the University of Dhaka. SN Social Sciences, 3(12), 199.
• Tajwar, T. (2024). Residential Environment of Public Universities for the Students: Friendly or Hostile in the Context of Bangladesh?. Indonesian Journal of Education and Social Sciences, 3(1), 64-72.
• The Daily Sun. (2019). Students of public varsities have no accommodation. https://www.dailysun.com/post/435617
• Ullah, M. N. (2020). Ingredients of quality education at tertiary level: an assessment of higher education in Bangladesh. International Journal of Engineering Applied Sciences and Technology, 4(11), 546-556.
• University Grants Commission of Bangladesh. (2024). List of public universities. http://www.ugc-universities.gov.bd/public-universities
• Wenjing, H. (2019). An empirical study on university canteen satisfaction survey-a case study of Jiangsu University. Int J Sci Eng Sci, 3(11), 54-58.
• Yousapronpaiboon, K. (2014). SERVQUAL: Measuring higher education service quality in Thailand. Procedia-Social and Behavioral Sciences, 116, 1088-1095.
• Zabed Ahmed, S. M. (2014). The use of IT-based information services: an investigation into the current status of public university libraries in Bangladesh. Program, 48(2), 167-184.
• Zabed Ahmed, S. M., & Hossain Shoeb, Z. (2009). Measuring service quality of a public university library in Bangladesh using SERVQUAL. Performance measurement and metrics, 10(1), 17-32.
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1993c). The nature and determinants of customer expectations of service. Journal of the academy of Marketing Science, 21(1), 1-12.
• Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Balancing Customer Perceptions and Expectations. Ed. Free Press. EE. UU.
• Zineldin, M., Akdag, H. C., &Vasicheva, V. (2011). Assessing quality in higher education: New criteria for evaluating students’ satisfaction. Quality in higher education, 17(2), 231-243.