L’impact de la qualité des services de l’enseignement supérieur (selon modèle SERVQUAL) sur la satisfaction des étudiants Étude de cas « l’école supérieure de management Tlemcen »

Abstract

This study aims to identify the impact of the quality of higher education on the satisfaction of students at the Tlemcen School of Management (EMST). To this end, an empirical study was carried out with 385 students by answering a randomly distributed online questionnaire. We opted for the SERVQUAL model with these five dimensions (tangibility, reliability, responsiveness, empathy and trust). For data processing and extraction of results, we replied on the SPSS V24 programming environment. The results obtained showed a significant impact of the quality of the service of higher education on the satisfaction of the students at the level of this school.