Using Servqual Model to Assess Service Quality and Students Satisfaction in Al-Azhar University – Palestine

Higher education plays a unique role in advancing the progress and growth throughout the world and therefore it is important to maintain a high level of quality through greater attention to the recipients of the service of education, particularly students.

Purpose: the purpose of this study is to assess the overall students satisfaction perceptions from al-azhar university – gaze- Palestine   with the services provided to them from the university and try to make appropriate recommendations.

Methodology: A SERVQUAL model questioner was distributed randomly among the students at the university in all faculties to assess the quality of service as perceived by students.

Results : The results of this study show that In general, the students’ satisfaction about service quality dropped from Expectation to perception of the students’ which means that expectations exceeded perceptions and all the dimensions showed higher expectations than perceptions of services