Factor effect student percive sirvice quality in yarmouk university

Group members:

Nawal shloul Elham shdeed Raghda el-khateeb

IntroductionRiver of service technology and business we are in the modest of aswifty movingInnovation that transforming the global business landscape.We live in a service economy, service dominate the economy in the most nation, the size of the service sector is increase around the world in both develop and emerging countriesThere is a growing interdependent between a firm's ability to provide high quality service and its ability to implement corporate strategies and achieve corporate goals.

Marketing interest in service quality is obvious when one thinks about it good quality places a firm at a competitive advantage, its leading away to satisfied customer.Like every reader of this research youre an experienced service consumer you use an array of service every day. Although some like money from an ATM.Enrolling in college or graduate school maybe one of the biggest service purchase will ever make

Jordan lacks many natural resources that is characterized by many of the neighboring Arab countries but what distinguishes them from other countries is the human capital. Jordan is characterized by high on demand from other education and the efficiency of Jordan supplemented with many countries specially the Persian gulf in the strongest qualifying graduating from it university of this ancient and Jordan always trying to improve the efficiency and quality of education of all levels and stages of the undergraduate.

We conduct research about factor affecting service quality in education sector.You can be confident that this research will provide you with information that are highly relevant in today business climate.

Background of the study*The understanding of percive differences is often considered a prerequisite for customer satsifaction*Several studies have shown that student are more stsify when they percive high quality sirvice *many variable exsit have dirict impact in the perceived high quality service , for instance:assurance,empathy,reliability.

Background of the study*quality of sirvice is is measured in many dimensions like those used by pick koubek realiabilityresponsivenesassuranc ,empathy .*Roediger voss,Thorsten gruber, and isabelle szmigin(2006,2007 saythe lecturers communication skills also have positive impact on student attentiveness. also this study discover the teacher should have ability to choose the most suitable teaching method from variety of teaching tools is important to student as lectures can then offer interesting lesson.

Theoretical backgrounduse information tech last two decades experienced have a significant increase in the development of now education providers that have a global impact with online education delivery system being employed for the distance an on camps student, distance education of on campus instructions are beginning tocoverage as a result, number of online courses of programme has dramatically increase over the recent years especially in the united state

Theoretical background*Adam Finn 2010 saynon-linearity is important for categorizing quality dimensions.

*customer relationship is offer higher quality of service and thus improvecustomer satisfaction (oingxiongma,michale,personSuresh)

Statement of the problemWhat is the factor that effect student percive service quality in yarmouk univircity ???

Objectives of the studyThe study aim to investigate the relationship between high service quality and customer satisfaction.Dimensions we use to evaluate service quality are access, reliability, responsiveness, and competence, courtesy, assurance, empathy.

Research designSample:A sample of (650) questionnaire was distribute in yarmouk university in 10 factuly response 602

Scope of the study:This study observed by yarmouk university student in Irbid, Jordan.

Unit of analysis: one student in Yarmouk University how study in thire collage.

Signnificant of the study:*Literature shows lack of research regarding the quility of education in East.

*privious study was studied small number of the variable and this study trying to studying huge number of variable.

Literature review

Literature review

Literature review

Research methodologyReserch quastion:1. what are the factor that effect quality of service ?2.how this factor assosiated to the student service quality ?3.how gender effect to student perseive service quality?4.does year level moderate student perseive service quality ?5.does gender moderate student perseive service quality ?6. is thire relationship between this factor and satisfaction of student?

Reserch variable

*Independent :access, reliability, responsiveness,competence, courtesy,assurance, empathy.

*Dependent :satisfaction of student *Moderating: gender, year level.

Reserch hypotheses

* Ther is statisticaly relationship between to service acsess and student percive high quality service . * Ther is statisticaly relationship between to service riliability and student percive high quality service . * Ther is statisticaly relationship between to service responsiveness and student percive high quality service. * Ther is statisticaly relationship between to service competence and student percive high quality service * Ther is statisticaly relationship between to service courtesy and student percive high quality service. * Ther is statisticaly relationship between to service assurance and student percive high quality service. * Ther is statisticaly relationship between to service empathy and student percive high quality service. * Gender moderat the relationship between service quality and satisfaction* Year level moderat the relationship between service quality and satisfaction .

Empathey Assurance student stsifaction in high quality sirviseReliability

courtesyresponsivenessacsesscompetenceResearch model

Data analysis* At the beginning of the analysis process we started by measuring the frequencies of the nominal variables applied It appeared that the student participate in the study306 which 354 male .* Moving to the number of students participated from each faculty 29 student com frome IT colge ,52 student com from factyly of since ,47 com from factuly of art ,41 fro jourulisam 30 from colge of sport , 52from archology ,66com from engineering ,and 39 come from factuly of law .* The third nominal variable which we measured in the questionnaire students had the higst persentge 55.3%and the first year student had the lowest percentage with 12.1%

* The detailed information about the percentages are shown in the subsequent table shown below:

Data analysis

there is a positive relationship between student satsifaction and empathey There is a positive relationship between student satsifaction and competencess .

there is a positive relationship between student satsifaction and courtesy there is a positive relationship between student satsifaction and assurance

there is a positive relationship between student satsifaction and acssesthere is a positive relationship between student satsifaction and responsevnes

there is a positive relationship between student satsifaction and rialability

That thire is no statsticaly signeficant defrenses between male and female with regard all variable except competnces

Anova

Thire is no statiticaly defrenses between student from defrent colage and all vareable

recommendationsBased on the findings of our study, we came out with the following recommendations:1. there are many factor that effect quality of service with defrent level of important . 2. responsevnes& cortesy are the most important factor that effect student percive high quality of education .3. No need for orgnisation to pay any attention to gender or universitys year level differences because according to our study they showed no effect at All4. Regarding the important of education in jordan recommend researchers in their future research to increase the insight in such field.

Discussion & conclusion* The Above findings emphasizes that studying the student satsifaction effect by many variable.

* The results of this study show that the extent to which employee in Yarmouk university shod give more atintion to student satsifaction because its the high satsifaction means high quality of education .

Implications 1. We are study new and huge number of variable.2. This finding valied for other reserch.3. Other resercher studing som of this variable but in westren world4 . This finding help yarmouk to understand need of there student and reduse dissatsifaction

limitationsThe shortage of time to the resercher to work on the project .limits the scope of study of the research. The scarcity of sources of information that were available to the researchers from inside the university (such as books & E-data base)

Thanks for listening to our presentation, we hope you get the needed benefit from the research & congratulations to all graduated students