An assessment of the services quality of palestine higher education

Aida Koni, Khalim Zainal, Maznah Ibrahim

Research output: Contribution to journalArticle

12 Citations (Scopus)

Abstract

The history of the Palestinian universities is relatively recent; however their impact on the Palestinians case and wellbeing is undeniable. Today, almost forty years later the Palestinian universities like many higher education institutions in the region and worldwide tussle to fulfil the students' demands on education while trying to maintain high quality and relevant education. In Palestine; studies of higher education sector seems to focus primarily on easily quantifiable indicators such as teacher vs. students ratios and gender participation, while the assessment of educational services quality have not yet been explored and the assessment of higher education from the students' stands point is yet to be enhanced. Meanwhile; the literature is rich with scholars who emphasize that "service quality" is the key to achieve customers' satisfaction and loyalty. The applicability of service quality concepts and assessment models is becoming more acceptable within the higher education arena. This research presents an assessment of the services quality at two universities in the West Bank; Palestine utilizing the SERVQUAL gaps model and instrument for measuring students' satisfaction and behavioural intentions. The study wishes to assist the Palestinian universities administrative boards and stakeholders to create informed decisions with regards to the effectiveness of their educational policies. The results suggest that the "service quality" in Palestine universities is slightly unsatisfactory to the students and needs further attention.

Original languageEnglish
Pages (from-to)33-48
Number of pages16
JournalInternational Education Studies
Volume6
Issue number2
DOIs
Publication statusPublished - Feb 2013

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Palestine
university
education
student
educational policy
Palestinian
loyalty
bank
customer
stakeholder
participation
gender
teacher
history

Keywords

  • Assessment
  • Palestinian university
  • Service quality
  • SERVQUAL

ASJC Scopus subject areas

  • Education

Cite this

An assessment of the services quality of palestine higher education. / Koni, Aida; Zainal, Khalim; Ibrahim, Maznah.

In: International Education Studies, Vol. 6, No. 2, 02.2013, p. 33-48.

Research output: Contribution to journalArticle

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