Students’ Satisfaction with Academic Service Quality in Guidance and Counseling Study Program

To demonstrate their contribution to society, guidance and counseling study programs in higher education must ensure that they meet the defined quality standards. One measure of this standard was the level of satisfaction among students with academic services. The objective of this study was to examine the level of student satisfaction with academic services provided by the study program. To achieve the objective, we utilized a survey method and administered the SERVQUAL-based Student Satisfaction Scale (SSS) to assess students' expectations and perceptions of academic services across five distinct dimensions. The respondents were undergraduate students enrolled in guidance and counseling program under the Education Science Department. We selected the students as respondents by using simple random sampling. Following data collection, we conducted descriptive and statistical analyses to assess variations in expectation and perception scores within and across academic years. The main findings were that students expressed satisfaction with teaching services but highlighted deficiencies in administration and facilities, underscoring the need for ongoing service improvements. Finally, the study highlighted the usefulness of utilizing SERVQUAL model as one of frameworks for assessing students’ satisfaction with academic services in study program.