Furthermore, the lowest negative gap were in item
of “Neat and professional appearance “and” Recording
students’ educational documents without mistake” that
they were for faculty members 0.42 and 0.23; and for educational
experts were 0.63 and 0.67, respectively. In terms
of severity, the highest negative gap for faculty members
was about “the teachers accessibility when students need
them”, with a score of 1.23 and “to understand the educational
needs of students “with a score of 1.25 and about the
educational experts was for “providing service promptly
and fast” and “to understand the emotions and values
of the students” with a score of 1.82 that was related to
empathy dimension. Table 2 presents student perception in five dimensions of service quality in UMSU. In overall,
only a small fraction of students’ expectations were met
and they believe that the quality of educational services
was not based on their expectations and there is a very
high negative gap between their expectation and the current
situation. Focusing on faculty members’, there was a
big negative gap in high proportion of students for empathy,
while less gap were identified between assurance
and reliability. Focusing on educational experts, there
were a negative gap in high proportion of students for
assurance and less percent of students determines it for
physical and tangibles following by reliability.