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

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HEYDARI ZAHRA; MOHAMMADI REZA

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Journal Paper

Paper Information

Journal: JOURNAL OF EDUCATIONAL MEASUREMENT AND EVALUATION STUDIES Year:2015 | Volume:5 | Issue:11 Page(s): 119-142

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Title

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

Author(s)

HEYDARI ZAHRA | MOHAMMADI REZA | Issue Writer Certificate

Keywords

QUALITY EVALUATIONQ2

EDUCATIONAL SERVICESQ2

SERVQUAL MODELQ2

UNIVERSITY OF SCIENCE AND CULTUREQ2

Abstract

The purpose of this study was to evaluate the quality of EDUCATIONAL SERVICES in the UNIVERSITY OF SCIENCE AND CULTURE based on SERVQUAL MODEL from students’ viewpoints. The methodology used in this study was applied research and descriptive-survey in terms of purpose and method of data collection. The statistical population was all of 5701 students of UNIVERSITY OF SCIENCE AND CULTURE. The number of samples, based on Morgan table, was 361 people. Finally, due to students welcome,394 people were entered into the analysis. Also, considering to the volume of existing faculties and discontinuous bachelors, undergraduate, graduate and postgraduate sections, sampling was conducted in the relative stratified method. Due to the small number of students at the doctoral level, compared to other sections, census was conducted. A researcher-made questionnaire was used to gather data. Considering Cronbach's Alpha coefficient, its reliability was calculated as 0.86.Data analysis was performed using descriptive and inferential statistics. The results showed that students' expectations of the quality of EDUCATIONAL SERVICES is at high level and students' perception of the quality of EDUCATIONAL SERVICES is at low level. Also, the quality considering all the aspects of EDUCATIONAL SERVICES displays the negative gap of quality. The greatest gap was in the tangibles (-1.9596) and then in the dimension empathy (-1.6478), assurance (-1.6287), responsiveness (-1.6072) and reliability (-1.5961). Among the demographic variables, only between the perceptions of students in different grades of quality of EDUCATIONAL SERVICES a significant difference was observed.

Cites

The Perceptions of Students toward the Quality of Educational Services at Zahedan University of Medical Sciences, Based on the SERVQUAL Model during the Academic Year 2017-2018

References

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APA: Copy

HEYDARI, ZAHRA, & MOHAMMADI, REZA. (2015). EVALUATING THE QUALITY OF EDUCATIONAL SERVICES IN UNIVERSITY OF SCIENCE AND CULTURE BASED ON SERVQUAL MODEL FROM STUDENTS’ VIEWPOINTS. JOURNAL OF EDUCATIONAL MEASUREMENT AND EVALUATION STUDIES, 5(11), 119-142. SID. https://sid.ir/paper/255240/en

Vancouver: Copy

HEYDARI ZAHRA, MOHAMMADI REZA. EVALUATING THE QUALITY OF EDUCATIONAL SERVICES IN UNIVERSITY OF SCIENCE AND CULTURE BASED ON SERVQUAL MODEL FROM STUDENTS’ VIEWPOINTS. JOURNAL OF EDUCATIONAL MEASUREMENT AND EVALUATION STUDIES[Internet]. 2015;5(11):119-142. Available from: https://sid.ir/paper/255240/en

IEEE: Copy

ZAHRA HEYDARI, and REZA MOHAMMADI, “EVALUATING THE QUALITY OF EDUCATIONAL SERVICES IN UNIVERSITY OF SCIENCE AND CULTURE BASED ON SERVQUAL MODEL FROM STUDENTS’ VIEWPOINTS,” JOURNAL OF EDUCATIONAL MEASUREMENT AND EVALUATION STUDIES, vol. 5, no. 11, pp. 119–142, 2015, [Online]. Available: https://sid.ir/paper/255240/en

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