The study aims to look at students' expectation and evaluation toward the service quality of a postgraduate program at a public university. Service quality is measured using Parasuraman's SERVQUAL dimensions. One of the dimensions is reliability that refers to the ability to perform the promised service dependably and accurately. Five items measuring reliability are as follows: RL1: staff & lecturers to give prompt service RL2: staff & lecturers to provide service at the promised time RL3: staff and lecturers to at all times understand the student's need RL4: the university has clear information on grading criteria RL5: staff and lecturers to always perform services right the first time Fifty one Master and Doctoral students were requested to state their expectation and evaluation based on their experience during their study at the respective university. The SPSS outputs of the descriptive statistics for expectation (Expect_RL) and evaluation (Reality_RL) toward the items measuring reliability are as follows: Statistics EXoect RL1 Exect RL2 Exect RL3 Exect RL4 Exect RL5 51 51 51 51 51 N Valid Missing Mean Median Mode Std. Deviation Statistics Reality RL1 Reality RL2 Reality_RL3 Reality RL4 Reality RL5 N Valid 51 51 51 51 51 Missing 0 0 0 0 0 Mean 3.86 3.61 3.88 3.67 3.80 Median 4.00 4.00 4.00 4.00 4.00 Mode 4 4 4 3 4 Std. Deviation .775 802 .840 973 .825 Required: Interpret the output and provide recommendations for the university based on your interpretation of the findings