“…This explanation implies that students, in this case as university customers, will evaluate service quality by comparing their perceptions of what they receive to what they expect (Fitzpatrick & Finn, 2020). Higher education is a service-provider institution where educational services are academic services that contribute to developing an effective learning process (Osman, 2019). Providing high-quality academic services is inextricably linked to several factors influencing it, including input, process, output, and outcome (Pradhan & Jena, 2017).…”