Abstract:
This study is set to measure quality of services offered by MUCCoBS in the perception of
students through SERVQUAL model. The cross-sectional and explorative designs together with
Mix methods of data collection were employed. Items in SERVQUAL model were validated in a
pilot study and later structured questionnaire was issued to 180 students’ randomly selected
using Stratified sampling technique. Focus group discussions with selected class
representatives supplemented information obtained from the survey. Analysis involved 132
respondents (73.3 percent response rate) and started with descriptive statistics where means
and standard deviations of each SERVQUAL statement on service-perceptions and
expectations were calculated. Major data analysis focused at service quality-gap including one-sample t-test, Independent samples t-test and ANOVA, basing on three methods: item-by-item
analysis; construct-by-construct analysis; and computation of an Overall measure of service
quality. It was found that Overall service quality perceptions is significantly negative as
compared to students’ expectations with a gap score of -1.611. Students taking non-degree
programs were found to significantly differ from degree and post graduate students’ viewpoints
about service quality with largest observed difference in “Reliability” and” Responsiveness”
dimensions. Detailed recommendations have been provided to MUCCoBs so that identified
service quality gaps can be closed.
