Service quality in secondary schools : perspective of students' of Taiz schools in Yemen /
This research aimed to measure the level of service quality in the secondary schools in Taiz, Yemen from the students' perspective; detect any differences in the service quality offered according to gender; and detect any differences in the service quality offered according to grades. A total o...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English |
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Kuala Lumpur :
Kulliyyah of Education, International Islamic University Malaysia,
2018
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| Subjects: | |
| Online Access: | http://studentrepo.iium.edu.my/handle/123456789/4061 |
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| Summary: | This research aimed to measure the level of service quality in the secondary schools in Taiz, Yemen from the students' perspective; detect any differences in the service quality offered according to gender; and detect any differences in the service quality offered according to grades. A total of 410 students from the 10th and 12th grades (203 males and 207 females) participated in the research. The research instrument which consisted of a questionnaire was developed based on the service performance (SERVPERF) scale to measure the five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy, and it contained 22 items. The questionnaire was adapted to suit the education field in schools. The collected data were analyzed using Statistical Package for the Social Sciences (SPSS). The findings indicated that the level of service quality offered in all the surveyed secondary schools based on the students' perspectives is moderate, where the total mean score is 3.227. Among the five dimensions of service quality, 'assurance' ranked the first, followed by 'responsiveness' in the second rank, while the third rank was 'reliability' and lastly, the fourth and fifth ranks were 'empathy' and 'tangibility' of service quality respectively. The results did not show any significant difference between students in terms of 'assurance', 'tangibility', 'reliability' and 'empathy', while there was statistically significant difference between males and females in favour of females in terms of 'responsiveness'. The results showed significant difference between grade 10 and grade 12 students in terms of 'assurance' and 'empathy' dimensions, while they did not show significant difference in terms of 'tangibility', 'reliability' and 'responsiveness'. In conclusion, the research recommends the necessity to improve the service quality offered in the secondary schools in all the domains. |
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| Physical Description: | xi, 95 leaves : illustrations ; 30cm. |
| Bibliography: | Includes bibliographical references (leaves 83-91). |