Investigating the relationship between students’ academic performance and university transportation service quality: Case study of the university of Kasdi Merbah, Ouargla

Abstract

This study examines the impact of university transportation service quality on students’ academic performance at Kasdi Merbah University, Ouargla, using the SERVQUAL model. Surveying 280 students, the research finds overall dissatisfaction across all service quality dimensions, with the lowest ratings in seating sufficiency, climate control, schedule adherence, complaint handling, safety equipment, and communication of delays. Regression analysis reveals a moderate correlation (R = 0.453) between perceived service quality and academic performance, with quality dimensions explaining about 20.6% of the variance in academic outcomes. Responsiveness and assurance (safety) are identified as the most significant predictors of academic performance. The findings underscore the need for comprehensive improvements in university transportation, particularly in responsiveness, safety, and tangible resources, to enhance both student satisfaction and academic achievement.