Indian Journal of Science and Technology

Abstract

Objectives: The main goal of this research project is to analyze the Students’ Expectation, Perception and Satisfaction towards service quality of College of Business Administration, Al Kharj (CBAK); Prince Sattam bin Abdulaziz University. Methods/Statistical Analysis: This research has been conducted on the basis of questionnaires filled by 200 students studying at College of Business Administration, Al Kharj. The questionnaire was developed in order to get information for analyzing the Students’ Expectation, Perception and Satisfaction towards service quality. A well-recognized service quality model SERVQUAL used to develop questionnaire. The statistical software MS Excel and SPSS have been used for analyzing the data. Findings: The education is in the list of top priorities of the Kingdom for the last several decades. This research shall benefit both the university and the students. The most of the respondents are satisfied with the facilities of the college. However, very few respondents are dissatisfied with the facilities. The findings of this research will be served as a guideline to develop the quality of service. This research will also help the University to know the level of Students’ Expectation, Perception and Satisfaction towards the service quality of the college and also which aspects are the most important. This study will help to administration of the college in identifying the gap between expectations and perceptions of the students and to develop optimal strategies for the glowing administration of the College of Business Administration. The results of the research can also be used in developing heuristic approach to mapping between service quality of the college and Students’ Expectations, Perceptions and Satisfaction among the students of College of Business Administration. Application/Improvements: The University decision maker can be used this research in developing a strategic plan. This research can also develop awareness among the community about the service quality of the Universities.
Keywords: Expectation, Perception, Satisfaction, SERVQUAL, Service Quality