مستوى الجودة المدركة والمتوقعة في مدارس مديرية التربية والتعليم للواء سحاب باستخدام نموذج جودة الخدمة
The study aimed to comprehensively assess perceived and expected quality levels in schools within the Directorate of Education, Sahab District. A quality measure, based on the SERVQUAL model, was employed to examine differences in these levels across various study variables. The sample comprised (1067) male and female students selected, using an available method and electronic participation tools. To achieve study objectives, the researcher developed a measure for educational service quality, consisting of two axes with (22) items each, assessing expected and perceived quality across five dimensions. Results indicated: 1) A medium overall average (3.61) for perceived quality and a high overall average (4.23) for expected quality. The total gap for the educational services quality measure was (-0.58), with the largest gap favoring tangibility (-0.68) and the smallest favoring responsiveness (-0.49). 2) Statistically significant differences were found between perceived and expected quality, favoring the latter. Significant differences in perceived quality scores were identified based on gender (favoring females), grade (favoring eighth grade), school attendance (favoring single-period schools), and rating (favoring good, very good, and distinction). No significant differences were found in perceived quality levels based on school type. 3) For expected quality scores, significant differences favored the ninth grade over the first and second secondary grades, single-period schools, and acceptable and good ratings over excellence. No significant differences were found based on gender. Based on these findings, the study recommends reinforcing academic guidance efforts to support students in defining and achieving academic goals. (Author’s abstract)