The effects of administrative efficiency on university students’ satisfaction among state universities in Zimbabwe

Rodney Mudyahoto; Shelter Mutembwa; Gift Manhimanzi

doi:10.66699/n88hrs35

Abstract

This study examined how administrative timeliness and communication predict student satisfaction in higher education. Drawing on responses from 246 university students who completed a structured questionnaire, descriptive results showed that timeliness items were rated consistently (M = 3.73 to 3.84), whereas communication items varied more widely (M = 2.22 to 3.92). Pearson correlations confirmed that both timeliness (r = .471, p< .001) and communication composites (r = .383, p< .001) were positively associated with overall satisfaction. Multiple linear regression indicated that timeliness and communication jointly and significantly predicted satisfaction, F(2, 243) = 48.46, p< .001, explaining 28.5% of the variance (R² = .285, adjusted R² = .279). Both dimensions contributed uniquely and significantly, with timeliness (B = 0.500, β = .411, p< .001) exerting a stronger relative influence than communication (B = 0.401, β = .302, p< .001). These findings suggest that higher education institutions seeking to raise student satisfaction should invest in both faster service turnaround and clear, consistent communication.

Keywords

administrative efficiency service quality student satisfaction SERVQUAL Zimbabwean universities

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