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 language | English |
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Pages (from-to) | 921-930 |
Number of pages | 10 |
Journal | Social Behavior and Personality |
Volume | 43 |
Issue number | 6 |
DOIs | |
Publication status | Published - Jul 2015 |
Keywords
- Faculty members
- Female students
- Gender segregation
- Gender-segregated college
- Saudi Arabia
- Service quality
- Service quality enhancement
ASJC Scopus subject areas
- Social Psychology