Students’ Expectations and Perceptions of Service Quality: An Analysis


This descriptive quantitative study explores the expectations and perceptions of students from Antipolo City regarding the quality of service they receive from their college. The 804 student respondents enrolled in the seven (7) degree programs are described in terms of sex, age, and their degree programs. An online survey was conducted using a modified SERVQUAL Questionnaire with five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. The structured SERVQUAL instrument was modified to align with the set-up of the college. To determine the reliability and validity of the modified instrument, the Cronbach alpha test was conducted, and the result indicated that the instrument is reliable and valid with a Cronbach alpha result of more than 0.90. The generated data were analyzed using descriptive statistics to determine the level of students' expectations and perceptions. One-way ANOVA was used to determine if there was a significant difference in their responses when grouped according to their demographic profile. A paired t-test was used to test the significant differences between students' perceptions and expectations. Results show that students' expectations are higher than their perceptions regarding assurance, empathy, and reliability. Students' perception is high in service quality when they are grouped according to their demographic profile. Findings also revealed a gap between students' expectations and perceptions. Based on these findings, the management should take additional steps to raise service quality, thus, an effective intervention program to address this gap is necessary.

Author Information
Marivic Basilio, De La Salle-College of Saint Benilde, Philippines
Alma Galvez, De La Salle-College of Saint Benilde, Philippines

Paper Information
Conference: ACEID2024
Stream: Educational policy

This paper is part of the ACEID2024 Conference Proceedings (View)
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To cite this article:
Basilio M., & Galvez A. (2024) Students’ Expectations and Perceptions of Service Quality: An Analysis ISSN: 2189-101X – The Asian Conference on Education & International Development 2024 Official Conference Proceedings
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Posted by James Alexander Gordon