University of Wollongong in Dubai - Service Quality Research

When choosing a university, how important arethe following tangibility factors:

Answer Options
Usage of the latest technology during lectures
Accurate meeting of class schedules
Professional faculty and staf
Interactive lectures and understandable materials

Not important
at all

Not very
important

0
0
0
0

3
0
0
1

factors:
Somewhat
important

Very
important

Extremely
Important

9
10
2
1

16
14
8
12

4
8
22
18

Rating
Average

Response
Count

3.66
32
3.94
32
4.63
32
4.47
32
answered question
32
skipped
question a university, how
0 important arethe
When choosing

Interactive lectures and understandable materials

Professional faculty and staf

Accurate meeting of class schedules

Usage of the latest technology during lectures

0.00

0.50

1.00

1.50

ersity, how important arethe following tangibility factors:

materials

y and staf

schedules

g lectures

0.00

0.50

1.00

1.50

2.00

2.50

3.00

3.50

4.00

4.50

5.00

University of Wollongong in Dubai - Service Quality Research

When choosing a university, how important are the following reliability factors:
Answer Options
Timely completion of students requirements
Ability to resolve students probable problems
Service delivery as communicated
Up-to-date maintenance of student records

Not important
at all

Not very
important

0
0
0
0

0
0
1
0

actors:
Somewhat
important

Very
important

Extremely
Important

8
4
3
9

13
16
17
14

11
12
11
9

Rating
Average

Response
Count

4.09
32
4.25
32
4.19
32
4.00
32
answered question
32
skipped
question a university, how
0 important are the
When choosing

Up-to-date maintenance of student records

Service delivery as communicated

Ability to resolve students probable problems

Timely completion of students requirements

3.85

3.90

3.95

4.00

ersity, how important are the following reliability factors:

cords

cated

lems

ments

3.85

3.90

3.95

4.00

4.05

4.10

4.15

4.20

4.25

4.30

University of Wollongong in Dubai - Service Quality Research

When choosing a university, how important are the following responsivenessfactors:
Answer Options
Accurate communication of assignments/exams,
timetables, events
Delivery of timely feedback to students
Willingness to assist students academically
Willingness to answer student requests

Not important
at all

Not very
important

0
0
0
0

0
0
0
0

nessfactors:
Somewhat
important

Very
important

Extremely
Important

3
2
4
3

10
17
10
14

19
13
18
15

Rating
Average

Response
Count

4.50
32
4.34
32
4.44
32
4.38
32
answered question
32
skipped
question
When
choosing
a university, how 0
important are the fol

Willingness to answer student requests

Willingness to assist students academically

Delivery of timely feedback to students

Accurate communication of assignments/exams, timetables, events

4.25

ity, how important are the following responsivenessfactors:

ss to answer student requests

o assist students academically

of timely feedback to students

s/exams, timetables, events

4.25

4.30

4.35

4.40

4.45

4.50

4.55

University of Wollongong in Dubai - Service Quality Research

When choosing a university, how important are the following assurancefactors:
Answer Options
Ability to build
students
confidence
Monetary
investment
reflective
of the educational service
quality provided
Consistently courteous university staf
Program courses relevant to students subject of study

Not important
at all

Not very
important

0
0
0
0

0
1
1
0

factors:
Somewhat
important

Very
important

Extremely
Important

7
4
4
3

13
11
19
14

12
16
8
15

Rating
Average

Response
Count

4.16
32
4.31
32
4.06
32
4.38
32
answered question
32
skipped
questiona university, how
0 important are the
When choosing

Program courses relevant to students subject of study

Consistently courteous university staf

Monetary investment reflective of the educational service quality provided

Ability to build students confidence

3.

ersity, how important are the following assurancefactors:

vant to students subject of study

istently courteous university staf

ucational service quality provided

bility to build students confidence

3.80 3.90 4.00 4.10 4.20 4.30 4.40 4.50

University of Wollongong in Dubai - Service Quality Research

When choosing a university, how important are the importance of the following empathyfactor
Answer Options
Fair & equal treatment to all students
Display of empathytowards students
Good understanding of students' needs
Flexible working hours

Not important
at all

Not very
important

0
0
0
0

0
1
0
1

lowing empathyfactors:
Somewhat
important

Very
important

Extremely
Important

2
8
2
6

14
10
15
12

16
13
15
13

Rating
Average

Response
Count

4.44
32
4.09
32
4.41
32
4.16
32
answered question
32
skipped question
0
When choosing
a university, how important
are the importan

Flexible working hours

Good understanding of students' needs

Display of empathytowards students

Fair & equal treatment to all students

3.90

4.00

4.10

w important are the importance of the following empathyfactors:

90

4.00

4.10

4.20

4.30

4.40

4.50

University of Wollongong in Dubai - Service Quality Research

To what extent does UOWD meet your expectationson the following tangibility factors:
Answer Options
UOWD lectures utilize high tech equipment and facilities
UOWD maintains punctual class schedules
Faculty and
are professional
Lectures
arestaf
Interactive
and materials are
comprehendible

Strongly
disagree

Disagree

2
0
1
1

3
2
3
1

gibility factors:
Neutral
(Neither agree
nor disagree)
11
3
3
10

Agree

Strongly
Agree

13
21
16
13

2
5
8
6

Rating
Average

Response
Count

3.32
31
3.94
31
3.87
31
3.71
31
answered question
31
question
1
To skipped
what extent
does UOWD meet your
expectationson

Lectures are Interactive and materials are comprehendible

Faculty and staf are professional

UOWD maintains punctual class schedules

UOWD lectures utilize high tech equipment and facilities

3.00 3.10 3.20

D meet your expectationson the following tangibility factors:

e comprehendible

f are professional

al class schedules

ment and facilities

3.00 3.10 3.20 3.30 3.40 3.50 3.60 3.70 3.80 3.90 4.00

University of Wollongong in Dubai - Service Quality Research

To what extent does UOWD meet your expectations on the following reliabilityfactors:
Answer Options
My requirements are met in a timely manner
UOWD is able to solve my problems accurately
UOWD fulfills its promises as communicated
UOWD maintains error-free records

Strongly
disagree

Disagree

0
0
1
0

4
7
6
7

abilityfactors:
Neutral
(Neither agree
nor disagree)
8
7
10
12

Agree

Strongly
Agree

18
15
12
12

1
2
2
0

Rating
Average

Response
Count

3.52
31
3.39
31
3.26
31
3.16
31
answered question
31
question
1
Toskipped
what extent
does UOWD meet your
expectations on

UOWD maintains error-free records

UOWD fulfills its promises as communicated

UOWD is able to solve my problems accurately

My requirements are met in a timely manner

2.90

3.00

3.10

D meet your expectations on the following reliabilityfactors:

ecords

icated

urately

anner

2.90

3.00

3.10

3.20

3.30

3.40

3.50

3.60

University of Wollongong in Dubai - Service Quality Research

To what extent does UOWD meet your expectations on the following responsiveness factors:
Answer Options
Assignments/exams, timetables and events are precisely
communicated
Students are provided with timely feedback
Students are assisted academically
Students'requests are answered accurately

Strongly
disagree

Disagree

0
3
1
3

2
7
5
4

ponsiveness factors:
Neutral
(Neither agree
nor disagree)
4
8
5
8

Agree

Strongly
Agree

20
12
17
15

5
1
3
1

Rating
Average

Response
Count

3.90
31
3.03
31
3.52
31
3.23
31
answered question
31
skipped
question
1 expectations on the
To what
extent
does UOWD meet your

Students'requests are answered accurately

Students are assisted academically

Students are provided with timely feedback

Assignments/exams, timetables and events are precisely communicated

0.0

meet your expectations on the following responsiveness factors:

equests are answered accurately

dents are assisted academically

re provided with timely feedback

ents are precisely communicated

0.00 0.50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50

University of Wollongong in Dubai - Service Quality Research

To what extent does UOWD meet your expectations on the following assurancefactors:
Answer Options
UOWD has
instilled my
confidence
Quality
of education
provided
in UOWD is worth my
monetary investment
UOWD staf is consistently courteous
The program courses are relevant to my subject of study

Strongly
disagree

Disagree

1
2
1
1

3
3
2
1

urancefactors:
Neutral
(Neither agree
nor disagree)
8
7
8
7

Agree

Strongly
Agree

16
15
14
17

3
4
6
5

Rating
Average

Response
Count

3.55
31
3.52
31
3.71
31
3.77
31
answered question
31
question
1
To skipped
what extent
does UOWD meet your
expectations on

The program courses are relevant to my subject of study

UOWD staf is consistently courteous

Quality of education provided in UOWD is worth my monetary investment

UOWD has instilled my confidence

3.3

D meet your expectations on the following assurancefactors:

e relevant to my subject of study

WD staf is consistently courteous

worth my monetary investment

OWD has instilled my confidence

3.35 3.40 3.45 3.50 3.55 3.60 3.65 3.70 3.75 3.80

University of Wollongong in Dubai - Service Quality Research

To what extent does UOWD meet your expectations on the following empathyfactors:
Answer Options
Students are treated equally and fairly
UOWD displays empathy towards students
University staf understand specific needs of students
UOWD has flexible working hours

Strongly
disagree

Disagree

4
2
4
4

0
3
2
1

pathyfactors:
Neutral
(Neither agree
nor disagree)
8
7
6
7

Agree

Strongly
Agree

14
17
16
15

5
2
3
4

Rating
Average

Response
Count

3.52
31
3.45
31
3.39
31
3.45
31
answered question
31
question
Toskipped
what extent
does UOWD meet 1
your expectations on

UOWD has flexible working hours

University staf understand specific needs of students

UOWD displays empathy towards students

Students are treated equally and fairly

3.30

3.35

WD meet your expectations on the following empathyfactors:

working hours

s of students

ards students

ally and fairly

3.30

3.35

3.40

3.45

3.50

3.55

University of Wollongong in Dubai - Service Quality Research

Overall, how satisfied are you with UOWD?
Answer Options

Extremely
Dissatisfied

Dissatisfied

Neutral

Satisfied

Extremely
satisfied

16

Rating
Average

3.65
answered question
skipped question

Response
Count
31

31
1

Overall, how satisfied are you wit

0.00

0.50

1.00

1.50

2.00

erall, how satisfied are you with UOWD?

1.50

2.00

2.50

3.00

3.50

4.00

University of Wollongong in Dubai - Service Quality Research

How likely are you to recommend UOWD to your friends or relatives?
Answer Options

Extremely
unlikely

Unlikely

Neutral

Likely

Extremelylike
ly

17

Rating
Average

3.61
answered question
skipped question

Response
Count
31

31
1

How likely are you to recommend UOWD to yo

0.00

0.50

1.00

1.50

2.00

ou to recommend UOWD to your friends or relatives?

1.50

2.00

2.50

3.00

3.50

4.00