Higher Education Service Quality and Student Satisfaction: Implications for Public University Management in Chengdu, China

This study examined the influence of higher education service quality on students’ satisfaction in a public university in Chengdu, China. Six dimensions were investigated: University Access (UA), University Reputation (UR), Academic Aspects (AA), Non-Academic Aspects (NAA), Program Issues (PI), and Perceived Value (PV). A quantitative cross-sectional design was adopted, and data were collected from 90 third- and fourth-year undergraduate students. Descriptive statistics and multiple linear regression were used for analysis. The results showed that all six service quality dimensions and students’ satisfaction were rated at a high level. The regression model was statistically significant and explained a substantial proportion of the variance in students’ satisfaction. Among the six predictors, Academic Aspects, Program Issues, and Perceived Value had significant positive effects, while University Access, University Reputation, and Non-Academic Aspects did not show significant effects. Perceived Value was the strongest predictor. The findings suggest that improving academic support, program-related quality, and students’ perceived value may be especially important for enhancing satisfaction in public higher education institutions.