مستوى جودة الخدمات الجامعية كما يدركها طلبة جامعة الأقصى بغزة طبقا لمقياس جودة الخدمة (SERVPERF)‎

الملخص EN

The current study aims at measuring the quality level of the university services as it is recognized by Al Aqsa university students' in Gaza based on the service performance.

The researcher conducted a measure concerning the service quality.

It consisted of six domains containing 40 items.

The sample of the study was 380 male and female students from Al Aqsa university in Gaza.

The results were analyzed by SPSS.

The study findings revealed the following: 1.

the quality level of the university services, as it is recognized by Al Aqsa University students, was low and medium in all the domains.

2.

there are statistical significant differences attributed to the gender variable in favour of the females in all the variables except (security domain), 3.

there are statistical differences in the total degree in the following domains: (touched elements – response) in favour of the applied majors whereas there are no statistical differences in the following domains: (security, sympathy, reliability, university privacy), 4.

there are no statistical differences at (α =0.05) in the recognized university services based on the educational level variable (first level- fourth level), 5.

there are statistical differences in the quality of the university services attributed to the university branch variable (Gaza branch- Khanyounis branch) in favour of Khanyounis branch in the total degree and in all the domains except the (security) domain.

The researcher recommends that there is a necessity to improve the level of the university services which are presented to Al Aqsa university students in all the domains.

In addition, there should be a hard work to satisfy the students about the performance quality which is presented to the students through confirming the university privacy