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

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Misaii H.; MOHAMMADIMEHR M.

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Journal: Journal of Medical Education and Development Year:2018 | Volume:12 | Issue:4 Page(s): 286-298

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Title

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

Author(s)

Misaii H. | MOHAMMADIMEHR M. | Issue Writer Certificate

Keywords

SERVQUAL MODELQ1

GAP ANALYSIS MODELQ1

QUALITY STUDENTSQ2

TEHRAN UNIVERSITYQ1

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.

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APA: Copy

Misaii, H., & MOHAMMADIMEHR, M.. (2018). 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. MEDICAL EDUCATION AND DEVELOPMENT, 12(4 ), 286-298. SID. https://sid.ir/paper/208274/en

Vancouver: Copy

Misaii H., MOHAMMADIMEHR M.. 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. MEDICAL EDUCATION AND DEVELOPMENT[Internet]. 2018;12(4 ):286-298. Available from: https://sid.ir/paper/208274/en

IEEE: Copy

H. Misaii, and M. MOHAMMADIMEHR, “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,” MEDICAL EDUCATION AND DEVELOPMENT, vol. 12, no. 4 , pp. 286–298, 2018, [Online]. Available: https://sid.ir/paper/208274/en

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