Abolfazl Ghasemzadeh-Alishahi; Rouholah Mahdiuon; Parisa Zarezadeh; Farougheh Arghadeh
Volume 13, Issue 1 , April 2016, , Pages 41-48
Abstract
Background & Objective: The quantitative development of higher education regardless of quality will lead to undesirable consequences The main clients of universities are students Determination of their perception of educational services quality can provide policy maker with valuable information in ...
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Background & Objective: The quantitative development of higher education regardless of quality will lead to undesirable consequences The main clients of universities are students Determination of their perception of educational services quality can provide policy maker with valuable information in order to improve educational services quality This study was conducted in order to investigate educational services quality based on the SERVQUAL model from the perspective of students of Tabriz University of Medical Sciences Iran Methods: The statistical population of this study included 3084 students of Tabriz University of Medical Sciences In order to perform this descriptivecorrelational study 200 students were randomly selected For data collection the SERVQUAL questionnaire was used This questionnaire consists of five dimensions (tangibility reliability empathy responsiveness and assurance) of educational services quality with 27 questions The validity of the questionnaire was approved through content validity methods and its reliability using Cronbachs alpha coefficient The data were analyzed using descriptive statistics and one sample ttest Results: The study results indicated students positive evaluation of tangibility responsiveness reliability and empathy dimensions of educational services quality Conclusion: The results showed that in general in all dimensions of educational services quality of service was higher than average The lowest and highest means were observed in the responsiveness and reliability dimensions respectively
Seyed Mostafa Seyedaskari; Mohammad Ali Shafa; Farhad Iranmanesh; Amin Beigzadeh; Mahboobeh Mohammad Pour Ravari
Volume 12, Supplement , July 2015, , Pages 159-167
Abstract
Background & Objective: Quality assessment of educational services is one of the most important actions in line with an improvement in the services. If the qualitative dimension of services is not taken into account, we will observe significant academic failure and reduction in creativity among the ...
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Background & Objective: Quality assessment of educational services is one of the most important actions in line with an improvement in the services. If the qualitative dimension of services is not taken into account, we will observe significant academic failure and reduction in creativity among the learners. Therefore, one of the salient steps in improving the quality of educational services is quality assessment from the viewpoints of its users. The aim of the present study was to determine the quality of educational services from the viewpoints of residents based on the SERVQUAL model.
Methods: In this descriptive-analytical study, 204 residents from the educational hospitals of Kerman, Iran, participated. The participants were selected using simple random sampling method. The data collection tool was the Evaluation of Educational Quality Questionnaire that evaluates educational quality based on the SERVQUAL gap analysis method. This tool compares respondents’ perceptions and expectations of the quality of educational services in 5 domains (reliability, responsibility, confidence, assurance, empathy, and tangible physical). Content validity of this questionnaire was approved by experts' opinions and its reliability was confirmed using Cronbach's alpha (r = 0.88). To analyze data, SPSS software was used for performing descriptive (mean, standard deviation) and analytical (independent t-test) tests. Results: The findings showed that there was a negative gap between residents' perceptions and expectations of the quality of educational services in all 5 dimensions. The highest and lowest level of gap was related to the tangible physical (-1.50) dimension and the responsibility (-0.51) dimension, respectively.
Conclusion: There is a negative gap between residents' perceptions and expectations in different dimensions of educational services quality based on the SERVQUAL model. In order to improve the quality of education, a review of educational infrastructures (environment and facilities) and education management seems necessary. This requires the efforts of relevant authorities toward the development and improvement of these infrastructures.
