Title: Stakeholders' satisfaction level of service quality of certificate equivalency in higher education: a UAE case

Authors: Sameera Almulla; M.S. Bawa'aneh

Addresses: Certificate Equivalency Department, Ministry of Education, UAE ' Ministry of Education, UAE; Department of Physics, Yarmouk University, Irbid, Jordan

Abstract: The quality of services provided by the Certificate Equivalency Department of the Ministry of Education in the UAE is investigated by addressing the customer satisfaction level of the department's services. The body of the study is divided into three categories according to the type of provided service, employment status of the customer, and time required to accomplish the requested service, and descriptive and inferential statistics are used to analyse data. The satisfaction level showed statistically significant difference in the mean between the student group and the employee group in favour of employees being more satisfied with the service. Results also show that the time of accomplishment of the requested service was the decisive factor in the overall feeling of satisfaction from the customers' perspective. Our findings represent the first study of its kind conducted on the quality of services offered by the Ministry of Education in the UAE.

Keywords: customer satisfaction; performance evaluation; service quality; higher education; certificate equivalency; certificate attestation; human resource management; UAE.

DOI: 10.1504/IJEED.2024.141910

International Journal of Education Economics and Development, 2024 Vol.15 No.4, pp.534 - 546

Received: 27 Jan 2023
Accepted: 25 May 2023
Published online: 03 Oct 2024 *

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