University Service Quality in the Community Service and Continuing Education Center at Sultan Qaboos University: An Empirical Study Using SERVQUAL Scale

Abstract

The study aimed to define strategies to achieve university service quality in the Community Service and Continuing Education Center (CSCEC) at Sultan Qaboos University (SQU) using the SERVQUAL scale. The scale examines the gap between expectations and perceptions. The researchers translated the scale and rephrased some of its items in a way that was suitable the study population. The instrument was administered to a random sample of SQU academics, and the CSCEC employers and trainees. Descriptive analysis methods were used in the study in addition to a group of appropriate statistical procedures. The results revealed a high level of quality services that the center provides or plans to povide. The results also indicated that there were no significant differences regarding the demographical variables of type, job and age in all of the service quality dimensions. In addition, the study suggests some strategies to achieve university service quality in the community service and continuing education center at Sultan Qaboos University.

Keywords

• University service quality, the SERVQUAL scale between expectation and perception