Graduate Students' Assessment of Educational Services Quality in Sudan

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Diab, Dalia Mohammed Elzubier
Eljelly, Abuzar M. A.
Mansour, Ilham Hassan Fathelrahman H.
Mohamed,Hesham Eldaw
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University of Khartoum
This study aims to measure the expectations and perceptions of Postgraduate students towards service quality. This study uses the adapted and revised SERVQUAL conceptual model of service quality in conjunction with the SERVQUAL questionnaire to measure the expectations and perceptions of graduate programs (DBA and MBA programs) students at the School of management Studies, university of Khartoum, Sudan, towards the educational services they receive in their programs. Structured questionnaire was distributed to 300 students chosen at random within each program. a total of 205 completed and usable questionnaires were used in the analysis. The findings indicate that there were a significant negative difference gaps between the students' perceptions and expectations for the whole score of the service quality. The detailed findings and managerial implications of the study are discussed
service quality, higher education, expectations, satisfaction, gap analysis, SERVQUAL, Sudan