Items | Components | ||||
1 | 2 | 3 | 4 | 5 | |
Tangibility | 0.633 | ||||
My university has up to date equipment | 0.633 | ||||
My university has physical facilities (e.g. buildings and furniture) that are attractive, visually appealing and stylish | 0.557 | ||||
Personnel at my university are well dressed and neat at all times | 0.773 | ||||
The materials at my University (e.g. pamphlets and study material) suit the image of the university | 0.654 | ||||
Reliability | |||||
when my university promises to do something by a certain time, it does so | 0.688 | ||||
When the students have problems, the personnel of my university are sympathetic and reassuring | 0.741 | ||||
My University is dependent and provides the service correctly the first time | 0.696 | ||||
My University provides services at the time promises it promises to do so | 0.709 | ||||
My University keeps its records accurately (e.g. accounts, academia reports, Student`s results etc.) | 0.712 | ||||
Responsiveness | |||||
My University tells students when services will be rendered | 0.694 | ||||
Students receive fast (prompt) service delivery from the University personnel | 0.753 | ||||
Lecturers at my University are willing to assist students | 0.765 | ||||
Personnel of the University are not too busy to respond to students' requests promptly | 0.674 | ||||
Assurance | |||||
Students are able to trust the personnel of the University | 0.523 | ||||
Personnel at my University inspire confidence | 0.538 | ||||
Personnel at my University are polite | 0.640 | ||||
Personnel receive adequate support from my University management to improve the performance of its services | 0.745 | ||||
Empathy | |||||
Students receive individualized attention from administrative personnel (e.g. doing something extra for students). | 0.780 | ||||
Lecturers give students individual attention | 0.674 | ||||
Personnel at my University know what the needs of their students are (e.g. recognizing students as clients) | 0.649 | ||||
The University personnel have the students' best interest at heart. | 0.672 | ||||
The University personnel are easily accessible to students (e.g. available to see or to contact by phone, email etc.) | 0.714 | ||||
Eigen Value | 9.621 | 1.729 | 1.105 | 1.003 | 1.001 |
Variance Explained (64.680%) | 21.897 | 17.247 | 9.154 | 8.619 | 7.772 |
Cronbach Alpha | 0.763 | 0.852 | 0.708 | 0.830 | 0.869 |