Abstract

Higher education institutions (HEIs) are pivotal in shaping the socio-economic and intellectual landscape of nations, particularly in the context of Saudi Arabia’s Vision 2030. With the increasing global emphasis on quality in education, service quality has emerged as a crucial determinant of institutional effectiveness, student satisfaction, and overall academic outcomes. This study assessed the gaps in service quality dimensions provided by Saudi Arabian HEIs and examined their impact from the perspective of student beneficiaries. The study adopted a quantitative cross-sectional research design, employing the Service Quality (SERVQUAL) framework to systematically evaluate service quality gaps. Individual students enrolled in Saudi Arabian HEIs served as subject of analysis. Data was collected through a structured questionnaire comprising sections on five service quality dimensions, namely academic, administrative, physical, welfare, and international student services. The study also examined aspects of total quality management (TQM), such as congenial learning environment, student focus, satisfaction, relationship management, and involvement, along with institutional sustainability parameters such as retention, loyalty, performance, and reputation, with university culture as a moderator. A random sampling technique was employed, yielding 385 valid responses from 400 surveyed participants. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used to analyze the data and to test hypothesized relationships. The findings revealed significant gaps between student expectations and their actual experiences across all service quality dimensions. Moreover, the relationships among perceived service quality dimensions, TQM practices, and institutional sustainability were found to be significant and moderated by university culture. This implies that a supportive and inclusive university culture can mitigate the adverse effects of service quality gaps and enhance student beneficiaries’ experiences. The study concludes that service quality is integral to the success of HEIs and national development. By addressing gaps and enhancing student experiences, Saudi HEIs can boost global competitiveness and achieve national educational and economic goals.