Service Quality Measurement In Higher Education: The Case of Sudan University of Science and Technology

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.