Abstract:
Higher education institutions need to be concerned with how their students feel about their
educational experience through their perceptions. The study investigated student perception on
service delivery. It was based on service quality theory and employed case study research design. A
sample of 324 students was selected from a population of 1080 students using random sampling
technique to generated qualitative data using a questionnaire and respondents’ observation. Data
was presented in simple frequency tables and analyzed thematically. The study found academic
content service delivery, administrative service delivery and physical facility service delivery as
important processes as perceived by students and were satisfied with lecturers’ attendance to
lectures, management of exams, ability of staff to handle students’ complaints and availability of
sporting facilities. Students expressed dissatisfaction with inadequate teaching and non teaching
staff, inadequacy of library services and poor maintenance of facilities. The study recommend
university to expedite the recruitment of more teaching and non-teaching staff, expand library
services and mobilize resources to adequately support the growing student population.