International Journal of Engineering Applied Sciences and Technology, 2019 Vol. 4, Issue 5, ISSN No. 2455-2143, Pages 100-107 Published Online September 2019 in IJEAST (http://www.ijeast.com) 100 QUALITY SERVICE DELIVERY AND STUDENTS’ SATISFACTION IN PUBLIC UNIVERSITIES IN SOUTH EASTERN NIGERIA OKPA, O.E. Department of Educational Administration and Planning University of Calabar, Calabar Abstract - This study investigated the relationship between quality service delivery and students satisfaction in public universities in South Eastern Nigeria. Descriptive survey research design was adopted for the study. The population comprised 1,231 final year students. Simple random sampling technique was used to select 200 final year students as sample for this study. Data were collected with the aid of a questionnaire titled: Service Delivery Quality and Student Satisfaction Questionnaire (SDQSSQ). The questionnaire was validated by some experts. Cronbach Alpha method of reliability was used to determine the reliability of the instrument. The reliability value stood at r=0.72. The questionnaire was tested using descriptive statistics and Pearson Product Moment Correlation Coefficient. The result of the study showed a significant positive relationship between quality teaching, curriculum, academic advising, and physical facilities and students’ satisfaction. It was recommended among others that, University management should be more proactive towards infrastructural development and in providing adequate facilities for students to enhance their work as well as create good learning environment. Keywords: service delivery, quality, universities, satisfaction I. INTRODUCTION The university is a service institution that develops the human person and advances human civilization. A university is the expression of the needs of a community, a society or a nation. It is devoted to the fashioning of its intellect. Universities are created to satisfy specific or general educational needs of a nation through teaching of students, conducting of research and dissemination of knowledge together with other community service activities. In fact, universities have a commitment to active participation in social transformation, economic, economic modernization and the training and upgrading of the total human resources of the nation (Soludo, 2013). Universities in Nigeria are experiencing competitive pressures resulting from the reduction in government financial support. They are being encouraged to place a renewed focus on meeting or exceeding the expectations and needs of their customers by developing enterprising approaches to revenue generation, and a commercial orientation towards the provision of teaching and student services. In today’s service oriented economy, excellent service is more than a competitive weapon – it is a survival skill. Customers (that is, all users of the university - students, their parents, alumni, employers and staff members) to the universities especially students are gradually becoming aware of their right to quality service delivery as far as their studies is concerned. As a result, the provision of quality services in the universities is gaining strength and has made many stakeholders in the education industry, to place much premium on unprecedented quality service delivery as a means to eradicate hostile effects and to meet consumer’s numerous demands while fostering real value for their money. The universities are equally experiencing vital changes in the way they operate and interact with their ‘customers. Since competition has increased amongst service-minded educational institutions, the quality of the service is therefore crucial for universities in order to satisfy and maintain its customers. Students are demanding more attention and instant service and so proactive universities are emphasizing service delivery quality and customer relationship management systems