Gender and Service Satisfaction among Graduate Students in Nigerian Universities

Abstract

This study focused on assessing the influence of gender on service satisfaction among graduate students in universities in Cross River State. Specifically, the study evaluated the influence of gender on satisfaction with service delivery in terms of admission, transportation, teaching, library service, and thesis supervision. The descriptive survey research design was adopted for the study. Three hundred and thirty (330) graduate students from the two universities were randomly selected as the sample for the study. This was done through a simple random sampling technique. The main instrument that was used for data collection was a close-ended questionnaire titled: Gender and Service Satisfaction among Graduate Students Questionnaire (GSSGSQ). The instrument was validated by three experts each from the administration of higher education and measurement and evaluation. The reliability of the instrument was established through the Cronbach’s alpha reliability method, with all variables yielding alpha coefficients ranging from .71-.89. Independent t-test was used to analyze the data collected at a 0.5 level of significance. The results indicated that gender influenced service satisfaction among students in terms of admission service, transportation, and library service as well as thesis supervision. However, it was rejected for lecture delivery. It was therefore recommended that university administrators should improve the quality of service delivery in our universities to meet the standard of universities elsewhere and; and ensure that services provided on campus are student centered or tailored to the peculiar needs of each student to enhance satisfaction.