SERVQUAL AS A TOOL FOR MEASURING AND ENHANCING HIGHER EDUCATION SERVICE QUALITY

This study assesses the quality of services in Uzbekistan's higher education sector using the SERVQUAL framework, which evaluates five key dimensions: Reliability, Assurance, Tangibles, Empathy, and Responsiveness. Data were gathered through a cross-sectional survey of university students using a structured questionnaire. The results indicate that factors such as class punctuality (Reliability), staff professionalism (Tangibles), and efficient financial transactions (Assurance) significantly influence perceived service quality. Exploratory Factor Analysis (EFA) confirmed the validity of the SERVQUAL dimensions, with high internal consistency scores across all variables. The findings underscore the need for educational institutions to address gaps in service delivery, such as accessibility to teaching materials and prompt non-academic services, to improve student satisfaction and align with modern educational expectations.