<![CDATA[Student satisfaction is a critical indicator for maintaining the competitiveness and reputation of higher education institutions. To ensure continuous improvement and meet student expectations, this study aims to evaluate student satisfaction within the Faculty of Engineering at a higher education institution by analyzing service quality gaps using the Partial Least Squares - Structural Equation Modeling (PLS-SEM) method. Five service dimensions—Tangible (physical facilities), Reliability (dependability), Responsiveness (promptness), Assurance (staff competence), and Empathy (personalized care)—were assessed through quantitative questionnaires and qualitative data. The analysis results indicate that Tangible, Responsiveness, Assurance, and Empathy have a significant influence on student satisfaction, while Reliability does not show a meaningful effect. The model demonstrates a substantial ability to explain the variation in student satisfaction and shows good predictive relevance. Based on these findings, strategic recommendations are proposed to enhance physical facilities, improve service responsiveness, strengthen staff competence, and adopt more personalized service approaches to bridge the gap between student expectations and actual experiences. These insights provide a solid foundation for improving academic and administrative services, thereby contributing to better educational outcomes and enhancing the institution’s overall competitiveness.]]>
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