Service Quality Tangibility 1 2 3 4 5 6 7 8 9 Appearance of Teacher Layout of Classrooms Lightning in classrooms Appearance of building and grounds Overall cleanliness

Degree to which classrooms and study rooms are comfortable Decoration and atmosphere Appearance of personnel Availability of parking

Mean

Std. Dev.

3.41 2.80 3.12 2.98 2.96 2.87 2.76 3.10 2.68 3.08 2.92 2.58 2.52 2.49 2.41 3.36

0.64 0.69 0.98 0.76 0.75 0.71 0.72 0.72 0.71 0.72 0.81 0.93 0.92 0.86 0.91 0.94

10 The degree to which curriculum is up to date 11 Number of courses offered 12 Adequacy of computers provided in the lab for students 13 'Up-to-datedness' of computers 14 'Up-to-datedness' of software used in computers 15 Access to the Internet/e-mail 16 The organizational culture, belief and value in this university Assurance 17 Friendly and courteous university staff 18 Friendly and courteous teachers 19 Research efficiency/productivity of teachers 20 Academic credentials of teachers 21 Innovative teachers 22 The degree to which the university is involved with the community

3.00 3.13 3.13 3.23 3.13 3.35 3.27 3.22

0.79 0.72 0.66 0.68 0.68 0.94 0.67 0.72 0.92

23 Knowledge of university staff on rules and procedures 24 Security measures at the univesity 25

Communication skills: courses are well taught by the teachers in 3.26 this university

Reliability 26 Registration is timely and error-free 27 This university keeps its records accurately 28 The general reliability of lectures ie. keeps time/don't cancel classes 2.81 3.15 3.10 2.92 3.09 3.27 2.96 0.76 0.74 0.72 0.75 0.74 0.69 0.76

29 Sincere interest of staff in solving student's problem 30 This university provides its services at a time it promises to do so

31 Teaching capability of teachers 32 Sincere interest of teachers in solving students' problem Responsiveness 33 Availability of staff to assist you 34 Availability of teachers to assist you 35 Capacity of teachers to solve problems when they arise 36 Capacity of staff to solve problems when they arise 37

2.88 3.02 3.00 2.87

0.74 0.72 0.72 0.72 0.72 0.79 0.72 0.76 0.87 0.83 0.79 0.78 0.85 0.87

I seldom get the ?run-around? when seeking information on this 2.82 University 2.74 2.79 2.96 2.59 2.85 2.73 2.90 2.80 2.72

38 Readily available channels for expressing student complaints 39 Queries are dealt with efficiently and promptly 40 Administration has students' best interest at heart 41 Accessibility of computer facilities 42 Accessibility of study rooms 43 Staff are willing to give students individual attention 44 The extent to which teachers are sympathetic and supportive to the needs of students

45 Opening hour of computer rooms fits students' varied schedules 46 The university personnel are fair and unbiased in their treatment of individual students

Select the ten important variable of your choice

Tangibility 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 Appearance of Teacher Layout of Classrooms Lightning in classrooms Appearance of building and grounds Overall cleanliness Degree to which classrooms and study rooms are comfortable Decoration and atmosphere Appearance of personnel Availability of parking The degree to which curriculum is up to date Number of courses offered Adequacy of computers provided in the lab for students 'Up-to-datedness' of computers 'Up-to-datedness' of software used in computers Access to the Internet/e-mail The organizational culture, belief and value in this university

Select 7 important variable of your choice

1 2 3 4 5 6

Friendly and courteous university staff Friendly and courteous teachers Research efficiency/productivity of teachers Academic credentials of teachers Innovative teachers The degree to which the university is involved with the community Knowledge of university staff on rules and procedures

8 9

Security measures at the university Communication skills: courses are well taught by the teachers in this university

Select 8 important variable of your choice

1 2 3

Availability of staff to assist you Availability of teachers to assist you Capacity of teachers to solve problems when they arise

4 5

Capacity of staff to solve problems when they arise I seldom get the ?run-around? when seeking information on this University Readily available channels for expressing student complaints Queries are dealt with efficiently and promptly Administration has students' best interest at heart Accessibility of computer facilities Accessibility of study rooms Staff are willing to give students individual attention The extent to which teachers are sympathetic and supportive to the needs of students Opening hour of computer rooms fits students' varied schedules The university personnel are fair and unbiased in their treatment of individual students

7 8 9 10 11 12

13

14

Select 6 important variable of your choice

1 2 3

Administration has students best interest at heart Access to computer facilities is accommodate with students convenient Access to study rooms is accommodate with students convenient

4 5

Staff are willing to give students individual attention The extent to which lecturers are sympathetic and supportive to the needs of students Opening hour of computer rooms to the students

7 8

University are fair and unbiased in their treatment of individuals students Student Satisfaction I am happy that I enrolled in this University