The Effect of Service Quality on Customer Satisfaction

This thesis is an evaluation of the effect of service quality on customer satisfaction with a specific focus on Eastern Mediterranean university of North Cyprus. This study examined the academic such as the teaching system, course curriculum and non-academic factors such as Accounts office, Registrar s office, Transportation system and lastly the Library system, these factors were examined in order to find out if they had an effect on the student s satisfaction. The methodology used in the study is the Descriptive research. The questionnaire that was administered in the field survey was the abbreviated version of. The results of the analysis showed that: the respondents s response according to the program level had enough evidence that students believed that the university management was not giving enough attention on prompt/dealing with the students s complaints this affects the students s satisfaction because they are not helped to their expectations and their complaints are not given attention.: the results also showed that there is a positive relationship between service quality and customer satisfaction. The recommendations made in the study are that university: must carry out training and seminars for the staff in order to improve on promptly dealing with complaints with the help of the seminars the staff will be able to give good and enough information on the students s complaints and install confidence: should also continue improving the academic and non-academic factors because they have a positive relationship with the students s satisfaction. Keywords:Student Satisfaction , Service Quality, Eastern Medıterenean Unıversıty