SERVQUAL MEASURE OF QUALTY EDUCATION IN PRIVATE UNIVERSITIES IN NIGERIA: CASE STUDY OF VERITAS UNIVERSITY ABUJA
Quality in higher institutions has become very crucial since the race for worldclass standards started many years ago, thus the Commonwealth of Learning (COL) indicated four top trends that must be included in this dimension of measuring quality education service in higher education. COL stressed that any university that does not strife to attain all the four trends could not be said to be offering quality education. In Nigeria quality education has become appalling, calamitous and dead. Apparently, the nation has lost hope on public institutions in attaining the Sustainable Development Goals (SDG) by 2030. To stem this trend, the Federal government of Nigeria approved private universities in Nigeria in 1997. All hopes to save education in Nigeria and restore quality service in education now rests in private universities including Veritas university, which is not only faith based but owed by one top religious groups in Nigeria. The purpose of this study is therefore to measure quality education service in Veritas University using the generic SERVQUAL (known and used for measuring Service quality) and COLs four top trends, in measuring quality education service in universities. A simple random sampling method was used. The instrument is a modified generic SERVQUAL, which was administered on 528 stakeholders of the university. Data were analyzed using means, standard deviation and cross-tabulation of scores. Results show that (P1-9 3.05 minusP1-9 is1 50) and Gap 1.50, suggesting a minimal GAP and a high quality.
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