Students’ satisfaction with the service quality of academic advising systems

Abstract

Academic advising (AA) is an integral part of university education, as it has an indispensable role in helping students fulfil their goals in higher education, become responsible for their own learning, and formulate meaningful educational plans that perfectly match the abilities of each student. For this reason, educational institutions around the world are striving to upgrade their AA systems (AAS) to provide their students with personalized experiences. Meanwhile, modern technology can improve the advising process and facilitate the accomplishment of the corresponding tasks. Therefore, the integration of technology into AA not only offers more flexibility for the students but also improves the delivery of advising services. This study aimed i) to identify those factors that mainly affect the AAS services being offered in universities; and ii) to examine how the satisfaction of students with AAS is affected by service quality. A total of 400 students from the Information Technology College of Al-Hussein Bin Talal University (AHU) were invited to participate in an online survey for data collection, and a response rate of 90.50% was recorded. Results show that the satisfaction of students with the AAS is affected by trust, network quality, service quality, system quality, information quality, and perceived risk.