CUSTOMER SERVICE AND STUDENT SATISFACTION IN THE UNIVERSITY OF BENIN

The purpose of this study was to determine students’ satisfaction with customer service at the University of Benin. To achieve the six specific objectives of this study regression and descriptive analysis were utilised. The study targeted 395 students from various departments of University of Benin, of which same number of questionnaires was distributed and retrieved by the researcher. The findings arrived at after the empirical analysis included that: the role of library services in determining students’ satisfaction is not statistically significant; accommodation services do not significantly affect students’ satisfaction; there is a statistically significant relationship between security services and students’ satisfaction; there is a statistically significant relationship between health care services and students’ satisfaction; there is a significant relationship between information and communication technology (ICT) and students’ satisfaction; and the influence of administrative and registration services on students’ satisfaction is significant. Based on these findings, it was recommended that: enhancing digital access to resources, increasing the diversity of available materials, and improving study spaces could potentially change student perceptions and satisfaction related to library services; the university should continue to invest in and improve its security infrastructure, possibly incorporating more modern surveillance technology and increasing security personnel visibility throughout the campus; Nigerian educational institutions invest in expanding and diversifying their counselling programs to ensure equitable access across all regions, particularly targeting under-served rural areas; expanding clinic hours, increasing the availability of medical professionals, and integrating mental health services can address a broader range of student health needs; efforts to renovate existing facilities, ensure cleanliness, and provide reliable maintenance services are essential; and the university should prioritize upgrading its ICT infrastructure to support seamless connectivity across campus.