Female students’ perception of service quality in a gender-segregated college environment

Norizan M. Kassim*, Naima Bogari, Mohamed Zain

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)

Abstract

We investigated female students’ perception of service quality in the context of a gender-segregated college of business at a public university in Saudi Arabia. Participants (N = 164) completed the SERVQUAL to rate the service quality dimensions of assurance, responsiveness, empathy, reliability, and tangibility. We found that students perceived the faculty members as being unable to give caring and individualized attention (empathy), convey trust and confidence (assurance), or perform services dependably and accurately (reliability). Possible explanations for these deficiencies and some suggestions for enhancing service quality are provided, along with implications for practice.

Original languageEnglish
Pages (from-to)921-930
Number of pages10
JournalSocial Behavior and Personality
Volume43
Issue number6
DOIs
Publication statusPublished - Jul 2015
Externally publishedYes

Keywords

  • Faculty members
  • Female students
  • Gender segregation
  • Gender-segregated college
  • Saudi Arabia
  • Service quality
  • Service quality enhancement

ASJC Scopus subject areas

  • Social Psychology

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