Student Satisfaction with Service Quality

The aim of this research was to assess the degree of student satisfaction with the quality of the services provided by the Academic Registry Office at FACED-UEM. As far as the methodological procedures are concerned, in terms of nature, this was an applied, exploratory study, with a mixed approach (qualitative-quantitative) and based on a case study. To obtain the data, an interview script was used for the employees of the Faculty’s Academic Records Office and a questionnaire based on three scales (CSAT, NPS and Servqual) that involved undergraduate and postgraduate students from the Faculty of Education. The results of the survey showed that students are dissatisfied with the quality of the services provided at the RRA-FACED. It was also concluded that the quality of the services provided is at the level of unacceptable, due to the fact that employees have difficulty meeting deadlines, do not respond immediately, do not convey confidence, and do not give individualized attention to students. As a main recommendation, RRA-FACED should set up a complaints management system with a telephone line.