Service quality and student satisfaction moderated by blended learning environment at Kyambogo university

Abstract

This study examined whether service quality and student satisfaction are moderated by a blended learning environment at Kyambogo University. The objectives of this study were; to determine the influence of service quality on student satisfaction, to assess the influence of blended learning environment on student satisfaction, and to examine the moderating effect of blended learning environment on service quality and student satisfaction. This study used a quantitative approach and correlational design, Data were collected using a self-administered questionnaire on a sample of 619 second, and third-year students of Kyambogo University. Data were analysed using descriptive statistics and Partial Least Squares Structural Equation Modelling (PLS-SEM) using SPSS 20 and Smart PLS 4. Descriptive results revealed that students’ satisfaction, service quality, and blended environment were moderate. SEM results revealed that service quality and blended learning environment had a positive and significant influence on student satisfaction. The results further showed that a blended learning environment positively and significantly moderated the association between service quality and student satisfaction. It was concluded that service quality and blended learning environment influence student satisfaction, and blended learning environment moderates the association of service quality and student satisfaction. Thus, it was recommended that the Kyambogo University administration should consider service quality `dimensions when providing services to students. Additionally, the University administration should ensure that SQ and BLE are combined when providing services to students because a blended learning environment moderates the association between service quality and student satisfaction