قياس جودة الخدمات التي تقدمها الجامعات الفلسطينية في ضوء المتغيرات العالمية المعاصرة : جامعة القدس المفتوحة نموذجاً

الملخص EN

The study aimed to measure the reality of the quality of services provided by the Palestinian universities in the light of contemporary global changes from the perspective of Al Quds Open University, the study will be applied by a descriptive analytical approach, the study sample consisted of (348) students in all Al-Quds Open University branches (the north of Gaza, El-Nusairat, Khan Younis and Rafah), this study will be measured by a tool of services measurement which called (SERVQUAL).

The results showed that the total score for the averages of the quality of services provided at the Al Quds Open University in the light of contemporary variables from the students` point of view, has got (3.60), with a percentage of (72.16%) significantly, and the results were the areas of scale in descending order field of social empathy as a percentage of ( 75.68%) moderately, and responding as a percentage of (75.0%) significantly, and field reliability as a percentage of (73.84%) significantly, and the field of the physical aspects of the concrete as a percentage of (68.44%) significantly, and in last place the field of safety and security a percentage of (68.08%) significantly.

The results showed the absence of statistically significant differences at the level of significance (0.05≥ α) between the mean scores of the respondents estimate the degree of the quality of services provided at the Al Quds Open University attributable to the variables (sex, academic level, campuses).

The study recommended the importance of the availability of matching the standards and requirements of contemporary educational services, and those determined by the student's needs and to review them in order to improve the level of services provided to students in the areas of the current study and the elements that.