Authors :
Henry Nicks Kizito; Nazarious Rukanyangira; Milly Kwagala; Annabella Asedri Oroma; Disan Mugumya; Wanyana Tapiness; Rehema Namayanja
Volume/Issue :
Volume 8 - 2023, Issue 1 - January
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/3XZqFy5
DOI :
https://doi.org/10.5281/zenodo.7681066
Abstract :
This study examines the effect of service
quality on student retention in low cost private
secondary schools in Uganda, using the case of Low cost
private secondary schools in Uganda. The SERVQUAL
model employed by this study stipulates five dimensions
of service quality measurement, but this study
specifically focuses on three; notably reliability, empathy
and tangibles, leaving out assurance and responsiveness
because of the would-be complexity of the study. The
study used a cross-sectional survey design, where both
qualitative and quantitative paradigms were considered.
Both qualitative and quantitative data was gathered,
using a sample size of 336, including students, teachers
and parents. Collected data was analysed using the
statistical package for social scientists (SPSS). The study
result was that reliability contributes 28.4% towards
student retention low cost private secondary schools in
Uganda, whereas empathy contributes only 35.7% and
tangibles contributes only 26.7%. Therefore, the current
study recommends that management should pay
attention to service quality and other factors which may
lead to student retention.
Keywords :
Service Quality, Customer Retention, Private Secondary Schools in Uganda
This study examines the effect of service
quality on student retention in low cost private
secondary schools in Uganda, using the case of Low cost
private secondary schools in Uganda. The SERVQUAL
model employed by this study stipulates five dimensions
of service quality measurement, but this study
specifically focuses on three; notably reliability, empathy
and tangibles, leaving out assurance and responsiveness
because of the would-be complexity of the study. The
study used a cross-sectional survey design, where both
qualitative and quantitative paradigms were considered.
Both qualitative and quantitative data was gathered,
using a sample size of 336, including students, teachers
and parents. Collected data was analysed using the
statistical package for social scientists (SPSS). The study
result was that reliability contributes 28.4% towards
student retention low cost private secondary schools in
Uganda, whereas empathy contributes only 35.7% and
tangibles contributes only 26.7%. Therefore, the current
study recommends that management should pay
attention to service quality and other factors which may
lead to student retention.
Keywords :
Service Quality, Customer Retention, Private Secondary Schools in Uganda
