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Palestinian Journal for Open Learning & e-Learning

Palestinian Journal for Open Learning & e-Learning

Abstract

This study aims to investigate the level of the gap between students’perceptions and their expectations for the level of services provided for themby Al - Quds Open University Tulkarem Region. To achieve this purpose, theresearcher randomly selected a stratified sample that consisted at a (215)students، (88 male، and 127 female) from Al - Quds Open University in Tulkarm.The Parasuraman et al. ، 1988 SERVQUAL scale for measuring servicequality was used after deveoping it to suit the service quality at QOU. Resultsrevealed that there were positive insignificant differences gap between thestudents’ perceptions and expectations for the total degree of the Universityservice quality. The results also showed that there were positive insignificantdifferences gap between student’s perceptions and expectations in: socialempathy، responsiveness، safety and securityrespectively. There were negativeinsignificant differences in tangible and reliability domains respectively. Asfor the service elements، results indicated that there were positive significantdifferences between students’ perceptions and expectations in: the speedof offering the services، the desire of the staff to offer services، and givingopportunity for travels and parteis، There were negative significant differencesgap between students’ perceptions and expectations in: the availability facilitiesand technical materials، the attraction of facilites and services، the attractian ofcourses and specializations، the speed of problems solving، and the availabilityof security and safety measures. On the other side, results showed that therewere no significant differences in the gap between students’ perceptions andexpectations for the measurement of the University service quality due to sexand specialization variables

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