Service Quality: Gaps in the College of Business

Norizan Mohd Kassim, Mohamed Zain

Research output: Contribution to journalArticlepeer-review

7 Citations (Scopus)


This study investigated the discrepancy between students' expectations and their perceptions towards the quality of services in the college of business of a public university in one of the Gulf Cooperation Council countries. Using the SERVQUAL instrument, this study collected data from 141 students. To test the dimensionality of the instrument, all 22 items were analyzed using oblique rotation and varimax rotation. The results indicate that according to students, the faculty and the college are not currently delivering quality service. However, this study is limited to the result from only one small public college. Future study that can assess continuous performance using a larger sample should be conducted.

Original languageEnglish
Pages (from-to)235-252
Number of pages18
JournalServices Marketing Quarterly
Issue number2
Publication statusPublished - Apr 2010


  • Continuous improvement
  • Service quality

ASJC Scopus subject areas

  • Business, Management and Accounting (miscellaneous)


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