Volume 18, Issue 2, October 2016, Pages 587–601
Talal Othman Alabadlah1
1 University College of Applied Sciences, Gaza, Palestine
Original language: English
Copyright © 2016 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
This study aimed at measuring the quality of the educational services that students of the Department of Administrative and Financial Sciences received at the University College of Applied Sciences. It is worth mentioning that the study sample is (215 students), and the researcher used (SERVQUAL) for this purpose. The study results concluded that there is a negative gap between the recognition and the expectation of the overall parameters measured by the model, as the study showed that the administration was able to achieve the equivalent of (93.4%) of the students' expectations, and this refers to the level of quality. It is also worth mentioning that the results of each determiner were different, as a negative gap appeared in some of them and positive in others. Also, the results found out that the quality for the male students was better than the quality for the female ones, as well as the quality from the perspective of the students in the accounting section was better compared to the perspective of their counter peers in the management and offices automation sections. Finally, the study recommended working to improve the perception of the students by providing better services; than they are. It also recommended giving more attention to the students of the management and offices automation – secretaries.
Author Keywords: SERVQUAL, measuring quality of services, quality of educational services.
Talal Othman Alabadlah1
1 University College of Applied Sciences, Gaza, Palestine
Original language: English
Copyright © 2016 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
This study aimed at measuring the quality of the educational services that students of the Department of Administrative and Financial Sciences received at the University College of Applied Sciences. It is worth mentioning that the study sample is (215 students), and the researcher used (SERVQUAL) for this purpose. The study results concluded that there is a negative gap between the recognition and the expectation of the overall parameters measured by the model, as the study showed that the administration was able to achieve the equivalent of (93.4%) of the students' expectations, and this refers to the level of quality. It is also worth mentioning that the results of each determiner were different, as a negative gap appeared in some of them and positive in others. Also, the results found out that the quality for the male students was better than the quality for the female ones, as well as the quality from the perspective of the students in the accounting section was better compared to the perspective of their counter peers in the management and offices automation sections. Finally, the study recommended working to improve the perception of the students by providing better services; than they are. It also recommended giving more attention to the students of the management and offices automation – secretaries.
Author Keywords: SERVQUAL, measuring quality of services, quality of educational services.
How to Cite this Article
Talal Othman Alabadlah, “Measuring the Quality of the Educational Services offered to Diploma Students at the Department of Administrative and Financial Sciences at the University College of Applied Sciences,” International Journal of Innovation and Applied Studies, vol. 18, no. 2, pp. 587–601, October 2016.
