Assessing the Quality of Services Provided by the Department of Rising Cultural Relations and their Impact on Customer Satisfaction Using SERVQUAL Scale . | ||
| Al-Ma'mon College Journal | ||
| Article 1, Volume 0, Issue 27, September 2018, Pages 159-182 | ||
| Abstract | ||
| The study is about the services quality assessment of the Scholarships and Cultural Relations Department / Iraqi Ministry of Higher Education and Scientific Research to evaluate the quality of services provided to the customer, measuring the level of satisfaction using the servQual scale, to detect the gap between the perceptions of students studying abroad and their expectations for the level of service provided by the Ministry of Higher Education to them. The study sample , selected randomly,consists of 113 students (85) male students and (28) female students, to measure the quality of service according to the measurement prepared by Parra Sharman and his colleagues (parasuraman et at, 1998), which has been adapted in measuring the quality of service, as well as the use of statistical program (Spss) to process the data and get the results that calculate the value of satisfaction. The results of the study showed that there is a gap between the perceptions of the students and their expectations about the level of service provided by Scholarships and Cultural Relations Department in the field of the following service: the speed of the service, the desire of the employee in charge to help the students, the provision of modern technical equipment, the availability of facilities and immediate response to the problems. The results also showed that there is a gap between students to the level of services provided by the department according to the sex of the student, the academic specialization and the country of study. | ||
| Keywords | ||
| SERVQUAL | ||
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