Table 2 Mean level of the students perceptions, expectations and service gaps in all of SERVQUAL items

Assurance

1. Facilitating discussion and interaction about lessons in class

3.36

4.08

-0.72

-10.4

<0.001

2. Qualifying students for future job

2.98

4.24

-1.26

-16.4

<0.001

3. Accessibility of faculty members outside of class to Answer students' questions

3.07

3.80

-0.73

-9.40

<0.001

4. Accessibility of adequate references to increase students' professional knowledge

3.38

4.20

-0.81

-11.1

<0.001

5. Faculty members professional knowledge adequacy

3.39

4.32

-0.93

-13.5

<0.001

Responsiveness

6. Supervisors accessibility when students need them

3.00

4.03

-1.03

-11.7

<0.001

7. Easy accessibility of administrators for students to express views about the curriculum

2.45

3.86

-1.41

-16.5

<0.001

8. Considering students' views and suggestions in curriculum

2.40

3.92

-1.51

-17.6

<0.001

9. Introducing suitable references to students for reading

3.38

4.08

-0.70

-9.80

<0.001

10. Declaring hours that students can refer to faculties to talk about educational problems

2.70

3.73

-1.03

-12.6

<0.001

Empathy

11. Assigning suitable and relevant homework

3.10

3.64

-0.54

-7.10

<0.001

12. Faculty members flexibility when exposing to specific conditions of each student

2.77

4.04

-1.27

-15.1

<0.001

13 Convenience of class hours

2.99

4.06

-1.07

-12.8

<0.001

14. Existence of silent and convenient place in school for reading

2.98

4.03

-1.05

-12.7

<0.001

15. Respectful treatment of school staff with students

3.03

4.04

-1.00

-11.7

<0.001

16. Respectful treatment of faculty members with students

3.56

4.35

-0.79

-12.3

<0.001

Reliability

17. Presenting educational content regularly and relevant

3.43

4.16

-0.72

-10.6

<0.001

18. Informing students concerning the result of examinations

3.07

3.79

-0.72

-9.60

<0.001

19. Presenting materials and content understandably

3.26

4.28

-1.01

-15.2

<0.001

20. Gaining higher scores if students attempt more

3.43

4.05

-0.61

-7.90

<0.001

21. Recording students' educational documents without mistake

3.54

3.98

-0.43

-6.10

<0.001

22. Easy accessibility of available references in university

3.45

4.23

-0.78

-11.1

<0.001

23. Fulfilling responsibilities by faculty members and staff in the promised time

3.39

4.05

-0.66

-9.60

<0.001

Tangibles

24. Neat ant professional appearance of faculty members and staff

3.51

3.86

-0.35

-4.70

<0.001

25. Visual appealing and comfort of physical facilities

2.40

3.93

-1.53

-17.8

<0.001

26. Material and educational equipment being up to date

3.33

4.10

-0.77

-10.5

<0.001

27. Visual appealing of teaching tools

3.15

3.86

-0.71

-9.40

<0.001