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© Proceedings of the Ruhuna Quality Assurance Sessions 2021 (RUQAS 2021)
st
21 September 2021
Table 1: Undergraduates’ perception on the service quality of higher education
Statements Test Value P-Value
Academic Knowledge in the course content of the overall 14.871 0.000
Aspects academic staff is satisfactory.
The academic staff is caring and courteous towards 14.552 0.000
students.
Academics have a sincere interest in solving 14.232 0.000
academic-related problems.
The academic staff shows good communication 14.802 0.000
skills.
Non-Academic The non-academic staff shows a sincere interest in 14.104 0.000
Aspects solving faculty problems.
Non-academic staff is efficient/prompt in dealing 13.711 0.000
with complaints.
The non-academic staff has caring and 13.123 0.000
individualized attention towards faculty
circumstances.
Non-academic staff show a positive attitude 13.978 0.000
towards their service
Reputation Hostel facilities and equipment given are 8.826 0.000
satisfactory.
Academic facilities are satisfactory. 11.691 0.000
University provides easily employable graduates. 12.244 0.000
Academic programs provided by the faculty are 13.922 0.000
reputable.
Access The faculty administration can be easily contacted 11.173 0.000
by telephone.
The information provided by the faculty is 13.013 0.000
confidential.
Faculty provide equal treatment and respect for all. 12.946 0.000
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