The gap between perceptions and expectations for measuring the quality of services provided by the higher technological institute in matrouh

Abstract EN

The main aim of the current study is to detect the gap between the perceptions of the Higher Technological Institute (Matrouh branch) students and their expectations for the level of service offered by the institute in different fields, then a stratified random sample of students (82 students 36 females and 46 males) were chosen.

SERVQUAL gap scale which was prepared by Parasuraman and his colleagues (Parasuraman et al.

, 1985), was used to measure the quality of service at the Institute.

The results showed that there is a negative gap statistically significant between the perceptions of students and their expectations for the total score for the level of service provided by the Institute, a decrease in the service provided by the Institute for learners level indicator, and the results showed the existence of a positive difference and is statistically significant in two dimensions: Reliability and Empathy, respectively while scholars showed a negative and statistically significant difference in the dimensions: Tangibles, Responsiveness and Assurance.

The results showed the existence of significant differences between students perceived gap in the estimates and the expected level of service offered by the university back to the variables of sex and school year.