The Impact of Service Quality on Student Satisfaction in Saudi Universities

Abstract

This study aimed to discover the level of service quality provided to students in Saudi universities, and to indicate the impact of the service quality provided on enhancing students’ satisfaction. A questionnaire was developed to measure the study variables consisting of (28) items; (23) items measure the dimensions of service quality, and (5) items measure students' satisfaction, based on the five-point Likert scale. The validity and reliability of the study instrument were verified. The study was applied to (948) male and female students studying at three Saudi universities (King Abdul Aziz, Qassim, and Taif). The results showed there are a significant impact of the service quality provided to students at Saudi universities with its dimensions (Tangible, reliability, assurance, empathy) in their satisfaction. And there is no a significant impact of the response dimension to the quality of services provided to students at Saudi universities in their satisfaction.