جودة الخدمة المقدمة لطلبة الدراسات العليا في الجامعات الفلسطينية و علاقته ببعض المتغيرات

الملخص EN

The study aimed to identify the level of service quality provided to graduate students in Palestinian universities and its relationship to some variables.

To achieve the goal of the study, the researchers used the descriptive analytical approach, and the questionnaire was used, and it consisted of (48) paragraphs distributed over three areas (academic services, administrative services, and university environment services), and the study sample consisted of (344) male and female students, and the data was analyzed Through the use of the statistical analysis program (SPSS), and the results of the study: that the level of service quality provided to graduate students in Palestinian universities, obtained a relative weight of (71.1%) to a large degree, there are no statistically significant differences at the level of significance (a≤0.05).

) between the average scores of the sample members’ estimate of the quality of service provided to graduate students in Palestinian universities, attributed to the variable of gender and the variable of specialization, while there are differences in the university variable in favor of the Islamic University, the study presented a set of recommendations that contribute to enhancing the level of quality of services provided by universities The study recommended that the Ministry of Education and Higher Education should follow up on the services provided by universities to their students, and activate the role of quality units in Palestinian universities to evaluate the services provided to their students and improve their quality