Table 3 presents the mean of expected and perception
scores of educational services and its gap among
students in UMSU. According to Wilcoxon test, the difference
between expectations and their understanding
in each of five dimensions of service quality was
significant. In overall, the average gap between the desired
and current educational services were negative;
of which faculty members identified the lowest gap for
reliability, while educational experts identified it for
physical and tangible dimension. Moreover, the highest
gap for faculty members was in the empathy, while for
educational experts it was in assurance. Freedman test
also indicated that the gap among dimensions were significant
(P < 0.001).