©2013 DAZCo, Danesh Afarand Zistagen Co., IRAN
ISSN: 2228-5849 Quarterly of Education Strategies in Medical Sciences 2013; 6(1): 49-54
Educational Services Quality; Distance between
Current and Desirable Situations
Downloaded from edcbmj.ir at 2:28 +0430 on Saturday June 17th 2017
ARTICLE INFO
Article Type
Research Article
Authors
Beheshtirad R.* MSc,
Ghaleei AR.1 PhD,
Ghalavandi H.1 PhD
ABSTRACT
Aims One of the main challenges which should be attended by Medical Universities is
establishing a coherent system in order to give desirable services and using strategic
methods to enhance service quality. The present study was conducted aiming at evaluating
and determining the gap of the quality of educational service provided for nursing students
of Urmia University of Medical Sciences using SERVQUAL scale.
Methods This descriptive and survey was undertaken on 328 nursing students of Urmia
University of Medical Sciences and 73 students were selected using simple random sampling.
Data was collected through standard SERVQUAL questionnaire including five dimensions of
physical, guarantee, responsibility, reliability and empathy. Data analysis was done by SPSS
16 using descriptive statistics, single-variable T Test and correlated Paired two-sample T-test.
Results In students’ viewpoint, the mean of the general educational services quality
was 2.68±0.75 and the scores of each of five dimensions including physical, reliability,
responsibility, guarantee, and empathy were 2.79±0.83, 2.75±0.85, 2.52±0.89, 2.75±0.90 and
2.59±0.97, respectively and each was significant in terms of within-group factor. Considering
the available and desirable scores of each dimension, the general educational services quality
and five dimensions were far from the favorable condition (p=0.001).
Conclusion Students are not satisfied with the quality of the educational services provided
by Urmia University of Medical Sciences and the gap between the existing situation and
desirable one are deep in all five dimensions.
Keywords Educational Status; SERVQUAL Model; Perception
CITATION LINKS
*Department of Educational Sciences, Faculty of Literature &
Human Sciences, Urmia University, Urmia, Iran.
1
Department of Educational Sciences, Faculty of Literature &
Human Sciences, Urmia University, Urmia, Iran.
Correspondence
Address: Payam-e-Noor University, Daneshgah Street, Vali-e-asr
Boulevard, Khoy, Iran. Postal
Code: 58168-45164
Phone: +989103006914
Fax: +983112724080
[email protected]
Article History
Received: December 14, 2012
Accepted: March 8, 2013
ePublished: March 10, 2013
[1] Identify and rank factors that influence the quality of educational ... [2] Customer
perception of service quality at the business ... [3] The future of business: The essentials.
[4] Building a service culture. [5] Customer satisfaction measurement to identify area
improvement in higher ... [6] Investigation of educational quality promote in Isfahan ... [7]
Crises and challenges in world high education system. [8] A study of patients’ expectations
and satisfaction in Singapore hospitals. [9] SERVQUAL: A multi-item scale for measuring
customer ... [10] The SERVQUAL as a marketing instrument to measure ... [11] Measuring
customer satisfaction: Development ... [12] Customer satisfaction measurement methods.
[13] Students’ attitudes about educational service ... [14] A comparative analysis of
international education ... [15] Assessing quality of educational services at Zahedan
university ... [16] The quality gap of educational services from the point of view of students
... [17] The quality gap of educational services Kashan university of ... [18] The quality
gap in educational services at Zahedan ... [19] Survey the gap between expectations and
provided educational services to students of ...[20] Measuring student’s satisfaction of
educational services quality ... [21] Analyzing service quality: The case of post-graduate
... [22] Perception of quality in higher education. [23] Analyzing service quality: The case
of postgraduate ... [24] Research methods in the behavioral sciences. [25] Total quality
management in health care. [26] Student satisfaction and quality of service in Italian ... [27]
Service quality assessment in a Greek higher education ...
All keywords and available citations are linked in this page.
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