Effect of quality management practices on student satisfaction: A case study of Al Qalam University, Katsina

Abstract

Despite implementing various quality initiatives, Al-Qalam University, Katsina—a private Islamic university in Northern Nigeria—lacks empirical evidence on how its quality management practices affect student satisfaction, particularly in areas such as administrative responsiveness and personalized support. This gap hinders data-driven decision-making and strategic improvement. To address this, the study employed a quantitative survey of 370 undergraduate students using the SERVQUAL framework. Findings revealed that while assurance (staff competence and credibility) and tangibility (infrastructure) strongly drive
satisfaction, responsiveness scored lowest, reflecting persistent bureaucratic delays and inadequate student-centered services. Based on these results, the study recommends: (1) digitizing administrative processes (e.g., registration, result release, and complaint handling) to enhance responsiveness; (2) investing in modern physical and digital infrastructure to strengthen tangibility; and (3) institutionalizing continuous staff development and student feedback mechanisms to sustain assurance and empathy. These actions are critical for improving student satisfaction, retention, and institutional competitiveness in Nigeria’s
tuition-dependent private university sector.