Measuring the quality of educational services from the students' perspective: A field study
DOI:
https://doi.org/10.65405/ms29mp21Keywords:
Measurement - Quality - Services - Educational – StudentsAbstract
The quality of educational services provided to students is a clear objective for the administration of the Higher Institute of Technological Sciences, addressing modern aspects of the relationship between the institute and its students. Therefore, this study aims to measure the quality of educational services provided by the institute to its students using the Service Quality Model (SERVQUAL). It also seeks to determine if there is a gap between students' expectations and their perception of the quality of these services. The researcher arrived at several key findings, the most important of which are: the existence of statistically significant differences between students' perception and expectations of the quality of educational services provided by student-related departments, including academic departments, registration, and examinations; and the existence of a negative gap between students' perception of the actual quality of educational services provided and their expectations. After measuring the quality of services provided by the institute, the researcher found that the quality level was considered average from the students' perspective. Furthermore, no statistically significant differences were found in students' evaluation of the actual quality of educational services provided by the institute based on the following demographic variables: gender, academic department, and academic year. Based on these results, the researcher recommends... By improving the quality of services provided to students, particularly in developing and enhancing tangible, reliable, and empathetic aspects, which are crucial for improving and developing the overall quality of educational services, as well as increasing attention to safety and responsiveness in the institute's educational services.
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