Abstract:
This research measures the service quality in the University of Sri Jayewardenepura
(USJP), Sri Lanka. We have distributed 250 questionnaires among undergraduates of the
Faculty of Management Studies and Commerce, Medical Sciences, Humanities and Social
Sciences, and Applied Sciences. The questionnaire is based on well-known SERVQUAL
instruments. We received 223 responses and the collected data are analyzed using descriptive
statistics, paired sample t-test, independent sample t-test, one-way ANOVA, and factor
analysis. Findings revealed that there is an overall negative service quality gapwhich implies
a poor perceived level of service quality compared to the expected level. The gap of each
dimension represents the negative service quality gap and empathy was the poorest service
quality dimension which indicates the highest negative mean value. This gap in service
quality is affected by the faculty but not by gender, residence, employment status, academic
year and faculty. Finally, responsiveness, assurance, reliability, empathy and tangibility are
the right mix of SERVQUAL dimensions in the university service quality. Comments given by
the students indicate that improving the communication between staff and students,
motivating the staff to work better, empowering staff members towards enhancing quality of
education, recognizing the students' expectations, and developing and updating the
university facilities as some of the stated recommendations.
