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© Proceedings of the Ruhuna Quality Assurance Sessions 2021 (RUQAS 2021)
st
21 September 2021

Table 1: Perception of undergraduates on the service quality of higher education

Statements Test Value P-Value

Academic programs provided by the faculty are 13.922 0.000

reputable.
Access The faculty administration can be easily 11.173 0.000

contacted by telephone.
The information provided by the faculty is 13.013 0.000

confidential.

Faculty provide equal treatment and respect for 12.946 0.000
all.

Use students' feedback for further faculty 12.540 0.000

improvements.
Program Three academic programs are well organized. 14.353 0.000

Issues There is a flexible syllabus and proper structure 14.101 0.000
within the degree programs.

Provide a sound orientation program. 13.257 0.000

Provide a variety of specialization programs. 14.626 0.000
Understanding There is a sound counseling service 13.172 0.000

There is a satisfactory health service. 9.232 0.000

There is an ideal campus layout/location. 12.988 0.000
There is a quick response to students' requests 11.593 0.000

for assistance.

*Significance level = 0.05

Accordingly, the study reveals that the undergraduates of the faculty of Agriculture, University of

Ruhuna show a good perception regarding the service quality in terms of academic, non-academic,
reputation, access, understanding, and program issues of higher education. Furthermore, they show a

higher level of satisfaction regarding the overall quality of the services provided by higher education in

Sri Lanka.

Higher education providers must understand students' expectations and perceptions of what constitutes
service quality in order to provide high-quality services to entice them and provide for their needs.

Accordingly, the research findings will be beneficial for the respective higher education providers to

equip the higher education service in a well-coordinated manner regarding academic, non-academic,

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