| Abstract: | In the field of business it is common to appraise the satisfaction level of customers by firms for they assume their customers are their king. Nowadays, it is becoming common to observe studies being conducted to gather data regarding the satisfaction level of learners to improve the services being offered by educational institutions and make all sorts of adjustments in line with the interest of students. With this premise, the
present study is conducted to assess the services of Business Faculty of Saint
Mary University being offered to its regular students, applying six attributes
such as tangible, content, competence, attitude, reliability and delivery. The
study examines whether there is a statistically significant difference between
students expectation and actual experience regarding the six attributes. It
also tries to see whether there are any statistically significant differences in
terms of department, gender, year of study about the services provision. To
answer the above questions, the study applies a quantitative method. It used
a questionnaire as data gathering tool. And the study reveals that there is a
gap between students’ expectations and performance of quality services.
Nevertheless, there is no statistically significant difference as to gender for
expectation and performance services. When it comes to year of study,
learners expressed similar opinions about the five attributes of expectation
but competence. They study shows to year of study a statistically significant
difference in the actual experience of students when it comes to attitude and competence. Similarly, in terms of department, competence and attitude are the sources of differences. Therefore, the institution should narrow the examined gaps. |
