Exploring the influence of service quality in higher education sector in Saudi Arabia on students’ expectations and perceptions

Abstract

Abstract The present study investigated the service quality level in higher educational sector in Saudi Arabia. To achieve that, the expectations and perceptions of the received service quality to 75 undergraduate students’ representing both gender were examined by using the SERVQUAL questionnaire by Parasuramarn et al., (1988). Findings pointed that higher educational sector in Saudi is providing good/moderate quality facilities and resources. This was along with their ability to afford minimum teaching standards beside keenness to support students. Nonetheless, the levels of assurance and empathy found lower than other factors. Thus, the present research provides some recommendations to overcome this issue. Furthermore, the possible relationship between service quality factors and students gender was not showing a significant outcome. However, t-test with an assumption of equal variance showed that, factors of assurance and empathy raised to have an association. Such finding can present how importance are these factors in influencing the perception and expectations’ rates for service quality between undergraduates in Saudi Arabia.