قياس جودة الخدمات التي تقدمها جامعة الملك خالد باستخدام مقياس الفجوة بين الإدراكات و التوقعات SERVQUAL من وجهة نظر أعضاء هيئة التدريس في الجامعة

الملخص EN

The current study aimed at revealing the gap between the perceptions of faculty members of the quality of services already provided by King Khalid University and their expectations of the level of services that the university should provide The researchers used the descriptive analytical method.

The research sample consisted of (309) faculty members at King Khalid University in the academic year (1438-1439).

A random sample was selected from faculty members in the humanities and applied colleges..

The data were collected by a questionnaire that included (66) items distributed to (5) dimensions of services quality: Materiality (13) elements, reliability (14) element, response (14) element, security and safety (12) element, sympathy (13) element.

Validity and reliability of the test were proved.

Mean scores were used to calculate the average of perceptions or expectations, and the t-test was used to determine the significance of differences in the average of perceptions or expectations.

The analysis of the single variance was used to calculate the statistical differences according to the variables: The results showed that the average level of awareness of the quality of the services provided by the university was 3.67.

The average expectations for the quality of services the university should provide were 4.30 and the average difference between the expectations and perceptions was 0.63, which was statistically significant at the level of (0.05).

The results showed that there were no statistically significant differences in the mean or average of perceptions and expectations according to the variables of the degree and the number of service years.

Suggestions were presented in light of these results.

The most important recommendation was the necessity of improving the satisfaction of university faculty members by improving the quality of the field of reliability and empathy.

The most important suggestions was to improve the quality of the services provided by the university in all its forms, using the other criteria such as SERVPERF and QFD.