الفهرس 
Chapter 1: Research FrameworkOnly 14 pages are availabe for public view
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Abstract
In the current competitive environment, universities are facing multiple challenges to maintain their positions, provide superior quality of services to meet students’ expectations, keep current students satisfied, and attract new students through improving the university image. The growing numbers of private universities make challenges more ruthless for public universities in Egypt. This study aims to measure students’ perceptions of education service quality provided by both public and private universities in Egypt, determine which ESQ dimensions most affect students’ satisfaction, and examine how satisfaction level affect the university image, as well as the mediating role of student satisfaction between perceived service quality and the university image. Data was collected using questionnaire and simple random sample of senior students (total valid responses are 420) at two public and two private universities; Tanta and Menoufia as public universities, Misr University for Science and Technology (MUST), and Al-Ahram Canadian University (ACU) as private ones. The results show that overall perceived service quality is considered average; public universities’ students perceive credibility, followed by academic, access, non-academic, learning facilities, and reputation dimensions, while students at private universities much perceive the overall quality of services, learning facilities, academic, credibility, reputation, access and non-academic dimensions, respectively. In addition, students of private universities are more satisfied than their colleagues of public universities. Students of both types of universities are influenced by the cognitive attributes than the affective attributes of the university image, while students of public universities are less influenced by the overall university image than those of private ones. Accordingly, student satisfaction partially mediates the relationship between perceived service quality and the university image. Finally, the recommendations that could be applicable are intensive efforts with accurate performance should be made to induct, train and retain qualified teaching staff members for promoting the quality of teaching and learning process quality, also trying to match the contents of courses with the practical field, and to diverse the specialties or academic programs to cope with the labor market needs. As well as, the surrounding environment of learning process itself should be improved to enhance the university image.