An Evaluation of Educational Service Quality Gap in the Faculty of Health at Shahid Beheshti University of Medical Sciences: Using SERVEQUAL Techniques

摘要

Background and Objective : The importance of education and its role in achieving modern society goals is clear. Appropriate education and student satisfaction can lead to the development of a modern society. The Aims of this study was to evaluate the educational service quality gap among students of Shahid Beheshti University of Medical Sciences. Materials and Methods: This cross-sectional study was conducted in 2014. Statistical society was students of Shahid Beheshti University of Medical Sciences and a sample size of 246 students was selected randomly. Survey instrument was a SERVQUAL questionnaire of 27 questions. The Cronbach's alpha coefficient was 93% and the test - retest reliability was 86%. Data was analyzed through SPSS software and t?test, t?paired test and ANOVA. Results: The gap in quality of educational services in aspects of assurance, accountability, empathy, reliability and tangibility was -1.375, -1.640, -1.497, -1.332 and -1.994 which was statistically significant (p 0.05). The relationship between age of students and their perceptions of the quality of education was significant (p = 0.015). Conclusion: Due to the wide gap in the field of tangibility and accountability, it seems that policy makers' attention to these two areas will lead to improved quality of educational services.