Due to increasing demand of customers,
education sector has become competitive, customers
know more about their expectations and demand high
standards of services, because technology enables them
to do comparisons quickly and accurately, and their
perceptions and expectations are constantly evolving,
making it difficult for service providers to measure and
manage services effectively.
The main aim of this article is to examine the
relationship between service quality, and SERVQUAL
dimensions (tangibility, reliability, responsiveness,
assurance, and empathy) and customer satisfaction in
the education sector in Mogadishu, Somalia.
Questionnaire was used based on this research
method which is quantitative approach and it is the best
way to collect quantitative data. A sample size of 120
questionnaires were handed out to the students of Simad
and Mogadishu universities via survey link to reach
students easily. Questionnaire included structured
question which helped students to spend less time to
select appropriate option.
The aim of the questionnaire was to collect data
necessary for testing hypothesis theory of the study
about student’s general perception of service quality
offered by private universities in Mogadishu and how it
relates to their satisfaction.
Based on correlation analysis result, the study
found that service quality and its dimensions have
significant relationship with customer satisfaction in
respect of the Parasuraman’s SERVQUAL (1985) scale.
Furthermore, according to the outcome of
regression analysis method, this empirical study
obtained that reliability SERVQUAL dimension has
significantly impacted on student’s satisfaction, but
other SERVQUAL dimensions (Tangibility,
Responsiveness, Assurance, Empathy) have not
significantly impacted on students’ satisfaction in these
two universities in Mogadishu/Somalia.
Keywords : Service Quality, Customer Satisfaction, SERVQUAL dimensions, Simad, Mogadishu Universities, Mogadishu/Somalia.