Evaluating the quality of educational services based on student\'s viewpoint according to SERVQUAL model in the Faculty of Mathematical, Statistical and Computer Sciences at Tehran University

Abstract

Introduction: Evaluating the quality of educational services is one of the most important jobs of the higher education. The SERVQUAL model for gap analysis evaluates the quality of services based on customer’s viewpoint. A good plan for increasing educational services quality can be achieved by SERVQUAL model. This study aims to evaluate the quality of educational services at Faculty of Mathematical, Statistics and Computer Sciences of Tehran University based on SERVQUAL model. Methods: This cross-sectional analytic study undertook on 220 randomly selected enrolled students of the faculty using SERVQUAL questionnaire. Descriptive statistics and Kolmogorov-Smirov, t-test, one way ANOVA and logistic regression were administered by SPSS V.22.0 for data analysis. Result: Negative gap existed in all dimensions. The maximum gap was identified for Responsiveness dimension (-1.680) and the minimum gap was observed for Empathy dimension (-0.890). Males and females were different in Responsiveness and Physical dimensions. Gender and field of study variables were appropriate predictors for quality gap based on logistic regression modeling. Conclusion: Students’ expectations are greater than their perceptions. In order to increase educational services quality, priority must be given to Responsiveness and Empathy dimensions. Keywords: SERVQUAL Model, Gap Analysis Model, quality students, Tehran University

Keywords

• SERVQUAL Model
• Gap Analysis Model
• Quality
• One Way ANOVA
• Logistic Regression.