In addition, for the items of reliability dimension, the students were most unhappy with the “Provide their services at the time promised” with the gap score value of -1.57 and followed by “Show a sincere interest in solving student’s problem” with -1.40. Next unhappy items of reliability towards the university were “Promised to do something and did so” and “Perform the service right the first time” with the gap score value of -1.27 and -1.23 respectively, while the last unhappy item goes to “Keep the accurate record” with -1.18.
Furthermore, among all the five dimensions, responsiveness overall gap score value was the highest with -1.67. This showed that in the midst of all dimensions, students were really frustrated with the responsiveness given by