Impact of Using SERVPERF Scale to Measure the Quality of Educational Services on Students’ Satisfaction at Ibb University – Yemen

Abstract

: This study examined the effect of the quality of educational services on improving students ’ satisfaction in Ibb University . To achieve this objective , a survey checklist was used to collect the required initial data from a sample of 375 students studying at the colleges of Ibb University using the SERVPER scale . The results showed a considerable weakness in the quality of educational services ( tangible aspects , reliability , responsiveness , safety , security , and empathy ), which are provided by Ibb University , as well as their irrelevance to the interests and expectations of the students . The results also revealed that the quality of educational services has a significant relationship with the improvement of students ’ satisfaction in Ibb University .