A SURVEY OF SERVICE QUALITY OF THE EDUCATIONAL CENTERS IN TABRIZ USING SERVQUAL MODEL AND RANKING EDUCATIONAL CENTERS USING ANALYTIC HIERARCHY PROCESS

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BAGHERZADEH MAJID; BAGHERZADEH FATEMEH

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Journal: (JOURNAL OF INSTRUCTION AND EVALUATION) JOURNAL OF EDUCATIONAL SCIENCES Year:2010 | Volume:2 | Issue:8 Page(s): 31-54

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Title

A SURVEY OF SERVICE QUALITY OF THE EDUCATIONAL CENTERS IN TABRIZ USING SERVQUAL MODEL AND RANKING EDUCATIONAL CENTERS USING ANALYTIC HIERARCHY PROCESS

Author(s)

BAGHERZADEH MAJID | BAGHERZADEH FATEMEH | Issue Writer Certificate

Keywords

SERVICES QUALITYQ2

SREVICES QUALITY HIGHER EDUCATIONQ2

SERVQUAL MODELQ1

ANALYTIC HIERARCHY PROCESS (AHP)Q2

Abstract

The main purpose in this study is to determine the gaps between students’ expectations and perceptions in higher education centers, in Tabriz (Islamic Azad University, Industrial Management Organization, Alghadir Non-profit Higher education Institution, Aras Non-profit Higher education Institution). For this purpose SERVQUAL scale’s generic questionnaire adapted for the higher education service sector and used to evaluate the gap of service quality. SPSS software has used for data analysis. Results of study indicate that, higher education centers in Tabriz, have not fulfilled the students’ expectations. The smallest gap is related to security and the biggest one to dimension of empathy. In addition, students have given most of the importance to dimension s of empathy and Responsibility. Also the results of EXPERT CHOICE show that Industrial Management Organization is the best and Aras Non-profit Higher education Institution is the worst of the centers in the service quality.

Cites

EVALUATING THE QUALITY OF EDUCATIONAL SERVICES IN UNIVERSITY OF SCIENCE AND CULTURE BASED ON SERVQUAL MODEL FROM STUDENTS’ VIEWPOINTS

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APA: Copy

BAGHERZADEH, MAJID, & BAGHERZADEH, FATEMEH. (2010). A SURVEY OF SERVICE QUALITY OF THE EDUCATIONAL CENTERS IN TABRIZ USING SERVQUAL MODEL AND RANKING EDUCATIONAL CENTERS USING ANALYTIC HIERARCHY PROCESS. (JOURNAL OF INSTRUCTION AND EVALUATION) JOURNAL OF EDUCATIONAL SCIENCES, 2(8), 31-54. SID. https://sid.ir/paper/183323/en

Vancouver: Copy

BAGHERZADEH MAJID, BAGHERZADEH FATEMEH. A SURVEY OF SERVICE QUALITY OF THE EDUCATIONAL CENTERS IN TABRIZ USING SERVQUAL MODEL AND RANKING EDUCATIONAL CENTERS USING ANALYTIC HIERARCHY PROCESS. (JOURNAL OF INSTRUCTION AND EVALUATION) JOURNAL OF EDUCATIONAL SCIENCES[Internet]. 2010;2(8):31-54. Available from: https://sid.ir/paper/183323/en

IEEE: Copy

MAJID BAGHERZADEH, and FATEMEH BAGHERZADEH, “A SURVEY OF SERVICE QUALITY OF THE EDUCATIONAL CENTERS IN TABRIZ USING SERVQUAL MODEL AND RANKING EDUCATIONAL CENTERS USING ANALYTIC HIERARCHY PROCESS,” (JOURNAL OF INSTRUCTION AND EVALUATION) JOURNAL OF EDUCATIONAL SCIENCES, vol. 2, no. 8, pp. 31–54, 2010, [Online]. Available: https://sid.ir/paper/183323/en

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