The Level of Quality of Services Provided by the Faculties of Sana،a University According to the SERVPERF MEASURE

Abstract

The current study aimed to identify the quality of educational services at Sana،a University based on SERVPERF scale. The population of study was 10728 male and female students and study sample was consisted of 400 male and female students who were selected using a stratified random sampling method. The study used the descriptive analytic research method and used the questionnaire as data collection tool. After verifying the validity and reliability of the study tool، the results were analyzed via the SPSS program. The study concluded that the dimension of tangibility was 3.38. With a standard deviation of 0.75، it came in second place after reliability، with an arithmetic mean of 3.29  and with a standard deviation of 0.75، the safety domain came in third،with a mean of 3.17 and a standard deviation of 0.83، and it came in last place after empathy، with a mean of 2.99 and a standard deviation of 0.89، Overall، the quality of services had at a medium level