الفجوة بين الإدراكات و التوقعات لقياس جودة الخدمات التي تقدمها جامعة القدس المفتوحة من وجهة نظر الدارسين فيها

Abstract EN

This study aims to investigate the level of the gap between students’ perceptions and their expectations for the level of services provided for them by Al - Quds Open University Tulkarem Region.

To achieve this purpose, the researcher randomly selected a stratified sample that consisted at a (215) students، (88 male، and 127 female) from Al - Quds Open University in Tulkarm.

The Parasuraman et al.

، 1988 SERVQUAL scale for measuring service quality was used after deveoping it to suit the service quality at QOU.

Results revealed that there were positive insignificant differences gap between the students’ perceptions and expectations for the total degree of the University service quality.

The results also showed that there were positive insignificant differences gap between student’s perceptions and expectations in: social empathy، responsiveness، safety and securityrespectively.

There were negative insignificant differences in tangible and reliability domains respectively.

As for the service elements، results indicated that there were positive significant differences between students’ perceptions and expectations in: the speed of offering the services، the desire of the staff to offer services، and giving opportunity for travels and parteis، There were negative significant differences gap between students’ perceptions and expectations in: the availability facilities and technical materials، the attraction of facilites and services، the attractian of courses and specializations، the speed of problems solving، and the availability of security and safety measures.

On the other side, results showed that there were no significant differences in the gap between students’ perceptions and expectations for the measurement of the University service quality due to sex and specialization variables.