The Level of Quality of Educational Services in Postgraduate Studies at The College of Administrative Sciences at Thamar University from The Perspective of Executive Master's Students, According to The SERVQUAL Scale.

Abstract

      The main objective of the present study was to identify the quality of the educational service provided in the postgraduate studies in the Faculty of Administrative Sciences, Dhamar University, from the perspective of the Executive Master students, following the descriptive analytical approach, and the adoption of the gap model of service quality (SERVQUAL) as a tool for measurement and data collection, through a comprehensive survey of the study sample: a total of (125) male and female students. The questionnaires valid for analysis were (90), which constituted (72%) of the sample, The results of the study showed that the level of quality of educational services provided in the graduate studies in the faculty is low, due to a negative gap and a statistically significant difference between students' perceptions and expectations on the level of service areas and the overall degree of those areas. The results showed that there were statistically significant differences between the expected service and the perceived service at the level of service areas and the total degree of them, and those differences were in favor of the expected service. It also showed that there are no statistically significant differences in students' views on the perceived and expected quality of educational service due to the following demographic variables: (sex, age, scientific specialization at the bachelor’s level).