Students’ perceptions of service quality in Saudi universities: the SERVPERF model

Purpose The purpose of this study is to examine the influence service quality on student’s satisfaction. Design/methodology/approach Using empirical research, identified previously validated scales and student SERVPERF scale, data were collected from 279 students studying in public private universities across Saudi Arabia. model fit scale was assessed ensure that produced accurate outcomes. Structural equation modelling used test effects independent variables dependent variables. Findings results suggest four five dimensions quality, namely, tangibility, reliability, responsiveness assurance had a significant effect students’ Empathy not found contribute findings broaden deepen our understanding how reinforce Research limitations/implications Future research can also incorporate other variables, academic non-academic, related Practical implications have useful for decision-makers higher education institutions who strive enhance satisfaction increase programmes, particularly Arabia Gulf region general. Originality/value This uses which empirically superior SERVQUAL measuring