A Study of Quality of Educational Services from the Viewpoint of Students of Qom University of Medical Sciences Based on SERVQUAL Model, 2013, Iran

Abstract

Background and Objectives: Students are the main stakeholders of educational system in universities, who evaluate the quality of educational services according to their expectations and perceptions. Therefore, nowadays the viewpoint of students about the quality of educational services is considered as an essential factor in monitoring the quality of education in all scientific centers all over the world. This study was conducted to determine the gap between expectations and perceptions of students on educational services of Qom University of Medical Sciences. Methods: This study was carried out as a descriptive cross-sectional study on the students of Qom University of Medical Sciences, studying in 5 faculties (Medicine, Paramedical Sciences, Health, and Nursing and Midwifery) in the first semester of 2013 academic year. A total of 307 students were selected for the study using systematic random sampling. Data collection tool was a standard ServQual questionnaire. Data analysis was performed by one-way ANOVA and post hoc Duncan tests. Results: There was a quality gap in all dimensions of educational services quality and related measurement phrases. The highest average of quality gap was observed in the responsiveness dimension (-1.6), followed by tangibles (-1.5), assurance (-1.4), and empathy (-1.2), and the lowest average belonged to reliability dimension (-1.1). Conclusion: According to the findings of this study, in general, there were negative gaps in different dimensions of educational services quality between expectations and conceptions of the students in Qom University of Medical Sciences. Therefore, to reduce this gap, it is necessary to revise education method and education management.

Keywords

• gap analysis
• need assessment
• education
• servqual
• students
• qom
• iran