The Measurement of Service Quality in Faculty of Physical Education of University of Tehran from Higher Education Students’ Perspectives

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DEHGHAN GHAHFAROKHI AMIN; GOODARZI MAHMOUD

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

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Journal: Sport Physiology and Management Investigations Year:2019 | Volume:11 | Issue:3 Page(s): 9-21

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Title

The Measurement of Service Quality in Faculty of Physical Education of University of Tehran from Higher Education Students’ Perspectives

Author(s)

DEHGHAN GHAHFAROKHI AMIN | GOODARZI MAHMOUD | Issue Writer Certificate

Keywords

Educational servicesQ2

physical education and sport sciencesQ2

service qualityQ2

SERVQUALQ1

University of TehranQ1

Abstract

The aim of this study was to evaluate the service quality of the Faculty of Physical Education of University of Tehran from higher education students’ perspectives. The statistical population consisted of 100 higher education students of Physical Education Faculty who were divided into two groups based on the difference in their level of expectations: those who had spent one course in this faculty or more courses in this faculty. Sampling was carried out by census sampling method and 90 questionnaires were returned. A researcher-made questionnaire was used which measured service quality in 3 dimensions: educational, research and administrative-student. In the educational sector, SERVQUAL model was used to measure service quality in the five dimensions: assurance, responsiveness, empathy, reliability and tangibles. Research quality services were measured in four dimensions including computer and internet, library, laboratory and research department. Results showed that all educational service quality dimensions were above the average and also were desirable in many cases. Based on SERVQUAL model, tangibles had the highest mean and responsiveness had lowest mean among the educational service quality dimensions. Also, in research service quality sector, all factors were higher than the average. In the administrative-student sector, some cases on service quality were lower than the average contrary to educational and research factors which requires more attention from managers and personnel.

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APA: Copy

DEHGHAN GHAHFAROKHI, AMIN, & GOODARZI, MAHMOUD. (2019). The Measurement of Service Quality in Faculty of Physical Education of University of Tehran from Higher Education Students’ Perspectives. SPORT PHYSIOLOGY & MANAGEMENT INVESTIGATIONS, 11(3 ), 9-21. SID. https://sid.ir/paper/222240/en

Vancouver: Copy

DEHGHAN GHAHFAROKHI AMIN, GOODARZI MAHMOUD. The Measurement of Service Quality in Faculty of Physical Education of University of Tehran from Higher Education Students’ Perspectives. SPORT PHYSIOLOGY & MANAGEMENT INVESTIGATIONS[Internet]. 2019;11(3 ):9-21. Available from: https://sid.ir/paper/222240/en

IEEE: Copy

AMIN DEHGHAN GHAHFAROKHI, and MAHMOUD GOODARZI, “The Measurement of Service Quality in Faculty of Physical Education of University of Tehran from Higher Education Students’ Perspectives,” SPORT PHYSIOLOGY & MANAGEMENT INVESTIGATIONS, vol. 11, no. 3 , pp. 9–21, 2019, [Online]. Available: https://sid.ir/paper/222240/en

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