The purpose of this study was to assess and determine the level of satisfaction of postgraduate (PG) students with service quality.. The study employed a cross- sectional survey design. The data generated from the study were analyzed using means, frequencies, Pearson correlation Independent t- test, and ANOVA and regression analysis. The findings of the study revealed that the overall mean satisfaction score difference between perception and expectation (P- E) or gap analysis was negative (- 0.637).This indicates that overall mean satisfaction score for perception is less than the expectation meaning that PG students were not satisfied by the service quality provided in HU. This observed difference was statistically significant sig (2-tailed 0.000).Therefore, all service providers of HU academic as well as administrative should act proactively and harmoniously in order to bridge the gap. In addition, the findings of the study showed that there were significant mean satisfaction score differences between male and female as well as between Masters and PhD students. Therefore, the university should also focus on male and PhD students and fulfill its promises for them. The university should recognize the five SERVQUAL dimensions and find out other dimensions (factors) which lead to student satisfaction The University should collect feedback from students; and ensure them with the provision of reliable and tangible services with a sense of empathy and responsiveness. In addition, the university should organize trainings for service providers and work closely with students. Top-level leaders of HU should supervise and monitor their immediate subordinates and take immediate corrective action if problems appear. The university should modernize its services through the application of information communication technology so that students access some services on their own.
Keywords: Satisfaction, Expectation, Perception, Service quality, SERVQUAL, Gap analysis.
[1] Ph.D. candidate, Department of Educational Planning and Management, College of Education and Behavioral Sciences, Haramaya University, P.O Box: 138 Dire Dawa, Ethiopia.
[2] Head, Department of Educational Planning and Management, College of Education and Behavioral Sciences, Haramaya University.