Abstract:

This study investigated the discrepancy between students’ expectations and their perceptions towards the quality of services in the Faculty of Economics and Administration of a public university in one of the Gulf Cooperation Council (GCC) countries. Using the SERVQUAL instrument, this study collected data from 166 students. To test the dimensionality of the instrument, all 22 items were analyzed using oblique rotation and varimax rotation which resulted in a two-dimensional solution explaining 61.2 percent of the variance.