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Assessment of the quality of educational services by the SERVQUAL Model: viewpoints of the students at Kurdistan University of Medical Sciences
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Masoud Rasoolabadi1   , Majid Shafieian2 , Fardin Gharibi2 |
1- Kurdistan University of Medical Sciences , rasolabady@yahoo.com
2- Kurdistan University of Medical Sciences |
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Abstract: (16078 Views) |
| Background and Aim: Students as the main stakeholders of educational system evaluate the quality of educational services according to their expectations and conceptions. Therefore the viewpoints of students on the quality of educational services are regarded essential in all scientific centers in the world. This study was conducted to determine the gap between expectations and conceptions of the students at Kurdistan University of Medical Sciences’.
Material and Methods: This was a descriptive-analytical study. The study population included students of Kurdistan University of Medical Sciences studying in four faculties including Medicine, Paramedical, Health and Nursing in the first semester of 90-91 academic year. 200 students were selected on the basis of systematic random sampling. Data gathering tool was standard ServQual questionnaire .198 students completed the questionnaires. Using SPSS software, data analysis was performed by descriptive statistics as well as Mann Whitney U and Kruscal Wallis tests.
Results: Although there was negative gaps in all five dimensions of quality including assurance, responsiveness, empathy, reliability and tangibility, maximum and minimum quality gaps belonged to responsiveness (-2/02) and assurance (-0/32) respectively. There was no statistically significant differences between male and female students in regard to the gap in the five dimensions of service quality (p>0.05). Also there was no statistically significant relationship in the five dimensions of service quality and education levels of the students (p>0.05). In all five dimensions of service quality, There was a statistically significant difference in expectation scope between male and female students (p=0/0001).
Conclusion: There are negative gaps in all five dimensions of educational service quality between expectations and conceptions of the students at Kurdistan University of Medical Sciences. To reduce this gap, it is necessary to revise educational methods and management. |
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| Keywords: Gap analysis, Need assessment, Education, ServQual, Students, Educational service. |
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Full-Text [PDF 219 kb]
(5103 Downloads)
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Type of Study: Original Research |
Subject:
General
Received: 2013/04/27 | Published: 2013/05/15
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