Measuring Students’ Satisfaction with the Quality of their Learning Services at University Level

Abstract

A study was conducted to assess the satisfaction of university students with the quality of their learning services. The objective was to explore potential variations in satisfaction levels based on gender, year of study, and their correlation with Cumulative Grade Point Average (CGPA). The research employed a cross-sectional survey design, with a random sample of 250 students selected from the IER, University of the Punjab, Lahore. A self-developed questionnaire served as the research instrument. Mean scores, ranging from 2.16 to 2.73, indicated varying degrees of student satisfaction. The findings indicated no significant gender-based differences in satisfaction scores. Additionally, there was no significant disparity in scores between middle-of-session and final-year students. However, a notable difference was observed between students with MA/M.Ed. and PhD. qualifications, while no significant distinction was found between those holding BA/B.Ed. and M.Phil. qualifications. The study also revealed both positive and negative correlations between different aspects of students' satisfaction and their academic performance measured by CGPA. It is recommended that university administrators focus on addressing the specific concerns identified among students with MA/M.Ed. and Ph.D. qualifications to further enhance overall satisfaction levels and consider implementing targeted interventions to support students in achieving their academic goals.