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

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

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