STUDENTS PERCEPTION OF SERVICESCAPE AND THE MEDIATING ROLE OF COMFORT ON ASSESSING BUSINESS STUDENTS SATISFACTION

Abstract

This study focuses on the versatility of the physical environment to foster student satisfaction in
educational institutions. As the students pay tuition fees, they expect a certain level of satisfaction from an
educational institution. At the same time, the service providers claim that they provide a higher level of services
to the students. Similarly, student satisfaction was important to institutions as they want to recruit new students.
The up-gradation of the facility and the maintenance of the spatial layout could result in student satisfaction.
This paper investigates the student's perception of the Servicescape and the mediating role of comfort in
assessing satisfaction. Organisations should explore the flexibility of the physical environment for upgrading
infrastructure facility which can improve the self-financed program's competitiveness. The study was conducted
among selected self-financing Business schools in Kerala.