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