The gap between the perceptions and expectations of the quality of educational services, which provided by Foundations of Education Department in Faculty of Social Sciences in Imam Muhammad bin Saud Islamic University, to master degree students

Abstract

There is a need to examine the satisfaction of the master degree students in Islamic Education Department and in Foundations of Education Department with the service that provided to them as part of quality of performance project, which carried out by Foundations of Education Department in Imam Muhammad bin Saud Islamic University. Consequently research questions came as follow:

1.What are the differences between what the students have expected and what they have received in regard to the dimensions of the educational service provided to them

1. How did the student expectation differ toward the service they expected and the service they received in regard to the dimensions of the educational service provided to them, according to their studying time (morning or evening) .
2. How did the student expectation differ toward the service they expected and the service they received in regard to the dimensions of the educational service provided to them, according to their educational backgrounds?
3. How did the student expectation differ toward the service they expected and the service they received in regard to the dimensions of the educational service provided to them, according to their genders?

The study applied descriptive survey approach, using the gap to examine the quality of service (SERVQUAL) that has been modified to suit the study.

The most important results:

1. In regard to the expected quality, the dimensions came as follow: Sympathy, response, reassurance, accuracy and finally tangibility. Where in respect to received services the dimensions came as follow: accuracy, Sympathy, response, reassurance and finally the tangibility.
2. In regard to the gap between the expected and perceived quality the dimensions came as follow: response, Sympathy, reassurance, tangibility and finally the accuracy.