A Study on Measuring Service Quality and StudentSatisfaction in Higher Learning Institutions Empirical Evidence from Arab Open University/Jordan Branch

摘要

The aim of this study was to apply SERVQUAL model in the Jordan branch of Arab Open University in order to describe how students perceive service quality and whether they are satisfied with services offered, and to explore the effect of demographic factors on students’ satisfaction. A structured questionnaire was developed and distributed to all university students, and the respondents is quoted around 62% of popualtion. The results of this study indicated that there was a positive and significant impact of the factors of empathy, assurance, responsiveness, reliability, curriculum on student satisfaction. In term of demographic factors, the result showed that there was a positive and significant impact for some demographic factors (age, academic program, GPA) on student satisfaction