Measuring the Level of Students’ Satisfaction with the Quality of Educational Services at the Faculty of Education – Janzour

Abstract

This study aimed to measure the level of satisfaction among students of the Faculty of Education, Janzour, regarding the quality of educational services provided to them, based on the SERVQUAL model. The study focused on the five dimensions of the model: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. The study adopted a descriptive-analytical approach using the case study method. Data were collected through a questionnaire designed by the researchers, and the study sample consisted of 319 students. The collected data were analyzed using appropriate statistical methods through the SPSS software (version 27). The results revealed that the overall level of students’ satisfaction with the quality of educational services was moderate. The assurance dimension ranked first with a mean score of (3.17), followed by the Reliability dimension with a mean score of (3.12). Meanwhile, the mean scores of the Empathy, Tangibility, and Responsiveness dimensions were close to the neutral level, with mean score ranging from (2.56 to 2.97). The results of t-test indicated no statistically significant differences in student responses by gender. In contrast, one-way ANOVA results showed statistically significant differences attributable to variations among academic departments in the dimensions of Reliability, Responsiveness, and Tangibility, but no significant differences in Empathy and Assurance. Based on these findings, the study recommends enhancing the quality of educational services by improving administrative and academic procedures, strengthening communication between students and faculty members, and giving greater attention to students of educational services at the faculty of education, Janzour.