Study of Factors Affecting Measurement of Perceived Quality of Educational Services Using the Gap Analysis Model- SERVQUAL

الملخص

This study aimed at examining the factors that led to the emergence of a negative gap between the students’ perception and their expectations. It focused on measuring the four gaps, identified by the model (SERVQUAL), as the cause of the fifth gap. The study tackled the staff of the administrative and financial Sciences department as well as the other departments that have a direct relationship with the students in the second semester (2014-2015) at the University College of Applied Sciences (UCAS). The study found out statistically disappearance of the four gaps although there are some relative differences between the gaps’ variables. The study also showed that there is a difference between the management perception and the staff perception of the students’ needs. Additionally, the study showed that there is a discrepancy between the quality parameters in terms of strengths and weaknesses. Finally, the study recommended the need to exert efforts to achieve the highest match between the expectations of the students and recognition of the institution to these expectations. It also recommended the need for employees to be aware of the available information to raise the students' awareness.