Abstract:
Quality in education services is complex in its facets, largely undefined and
unmeasured. The main aim of this study was to examine and evaluate the applicability
of the SERVQUAL instrument in measuring higher education quality in Sudan. An
evaluation of Service Quality attributes in higher education was conducted. This study
used a self-administered questionnaire adapted from the SERVQUAL model as a tool
to get responses from the students. Based on random sampling on 250 students
employing a survey instruments that measure five dimensions of quality attributes, the
main implication is that Sudan University of Science and Technology is currently
providing good higher education service but is not meeting the overall expectations of
its students, who are dissatisfied with the level of service quality offered to them.
Implication and limitation of the study are highlighted and further research
discussions are suggested.
