Service Quality and Students Retention Among Private Universities in Uganda: A Case of Islamic University in Uganda

The study was carried out to investigate the relationship between service quality and students’ retention in Islamic University in Uganda, Females Campus Kabojja (IUIU-FC). It was guided by the following specific objectives; (i) to examine the relationship between Service Reliability and Students’ Retention in IUIU-FC, (ii) to examine the relationship between Service Responsiveness and Students’ Retention in IUIU-FC, and (iii) to examine the relationship between Service Tangibility and Students’ Retention in IUIU-FC. The study was based on primary data which was collected using closed ended questionnaires. Data was provided by IUIU-FC third year undergraduate students in programs which were highly affected by students drop outs. Data collected was edited, coded and entered into computer program known as Statistical Package for Social Scientists (SPSS). The SPSS program was used to analyze the data collected by carrying out descriptive and Pearson correlation analyses. The results indicated that; (i) there is a statistically significant and strong positive relationship between Service Reliability and Students’ Retention in IUIU-FC (r = 0.709; Sig. value = 0.000 < 0.01), (ii) there is a statistically significant and strong positive relationship between Service Responsiveness and Students’ Retention in IUIU-FC (r = 0.624; Sig. value = 0.000 < 0.01) and (iii) there is a statistically significant and strong positive relationship between Service Tangibility and Students’ Retention in IUIU-FC (r = 0.723; Sig. value = 0.000 < 0.01). It was concluded that elements of service quality play a critical role in students’ retention at a university. Based on the study findings and conclusions, it was recommended that IUIU-FC staff members should at all times show sincere interest in solving students’ problems. They should for instance give students full attention when they present issues and at the same time quickly respond to students’ emails, calls or messages. The university should dedicate part of its budget to facility improvement each semester. It should also formulate a policy that makes its mandatory for its staff members to be well-dressed and neat in appearance at all times.