Service quality at the medicine faculties of Sana a University & the University of Science and Technology as perceived by studentsin both universities : an analytical comparative study

الملخص EN

The purpose of this study is to investigate the type of service quality provided to students of Medicine Faculties at Sana'a University (henceforth, SU), which has general and parallel / private systems as well as the private University of Science and Technology (henceforth, UST).

The research instrument is a service quality questionnaire applied in previous studies and has high reliability (Al-Hidabi and Okasha, 2006 & 2007).

It is used to determine the weak and strong aspects in the two universities.

The questionnaire is related to nine dimensions of the quality (teaching material, teaching staff members, library, employee personnel, admission & registration, students' activities, the mental image of the university, recruitment and the infrastructure).

It is administered to 360 students of Medicine Faculties (310) at SU and UST (50).

The study uses descriptive and inferential statistical analyses; it was found that the students of SU and UST obtain different services.

The students of both the general and parallel / private systems have the same expectations and opinions regarding the service quality offered to them by US.

Results show that the level of service quality does not vary according to type of system within the same university.

There is a statistical significance (sig.

001) when the whole categories of the questionnaire are taken together; that is UST offers better services.

Whereas SU students are satisfied with the mental image of the university (53 %) and the teaching staff (44 %), the UST students are content with the admission and registration (60 %) and the library (49 %).

Yet, students of both universities do not get enough services related to recruitment.

Mostly, students perceived service quality offered as low as and less than expected.

Finally, in an attempt to raise and improve service quality, various recommendations as well as suggestions for further research were presented.