The Quality Assessment of Educational Services Based on Perceptions and Expectations of Students in Tabriz University of Medical Sciences

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Gholizadeh Masumeh; Valizadeh Fariba; KHODAYARI ZARNAQ RAHIM; JANATI ALI; MOUSAZADEH YALDA

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Journal: Future of Medical Education Journal Year:2020 | Volume:10 | Issue:4 Page(s): 8-14

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Title

The Quality Assessment of Educational Services Based on Perceptions and Expectations of Students in Tabriz University of Medical Sciences

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Keywords

Quality of servicesQ1

Quality of educationQ1

SERVQUAL ModelQ1

Service GapQ1

EducationQ2

Health Services Management studentQ1

Abstract

Background: Service quality (SERVQUAL) is a model that measures the quality through comparing the expectations and perceptions of recipients to identify gaps. Identifying the gap may provide valuable insights for improving services. The students are the main recipients of services in Educational organizations. So, this study was conducted to assess the Educational services from the perspective of students of Health Services management at Tabriz University of Medical Sciences by the SERVQUAL Model. Methods: This descriptive-analytical study was conducted in 2018. The participants were 85 students of various levels of Health Services management. The SERVQUAL questionnaire including dimensions of empathy, tangibles, reliability, responsiveness and, assurance was used for data collection. Descriptive analysis, T-test, ANOVA, and correlation (Pearson and Spearman) tests were used for data analysis. Results: The overall mean perceptions and expectations were 3. 02 ± 0. 58 and 3. 78 ± 0. 73 respectively. There was a negative gap in all dimensions of Educational services (mean=-0. 76). The greatest negative gap was in the dimension of assurance (-1. 05). The other variables were ranked as the following order: Responsiveness, Empathy, Reliability, and Tangibles. A statistically significant correlation was observed between the students’ expectations and their Educational level (P < 0. 05). Conclusion: Students’ expectations were higher than their perceptions based on the results; however, according to SERVQUAL Model the Education/fa?page=1&sort=1&ftyp=all&fgrp=all&fyrs=all" target="_blank">Quality of Education was inappropriate. It is necessary to plan effectively, so that the Education/fa?page=1&sort=1&ftyp=all&fgrp=all&fyrs=all" target="_blank">Quality of Education in all dimensions, particularly in assurance domain, can be improved.

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APA: Copy

Gholizadeh, Masumeh, Valizadeh, Fariba, KHODAYARI ZARNAQ, RAHIM, JANATI, ALI, & MOUSAZADEH, YALDA. (2020). The Quality Assessment of Educational Services Based on Perceptions and Expectations of Students in Tabriz University of Medical Sciences. FUTURE OF MEDICAL EDUCATION JOURNAL, 10(4 ), 8-14. SID. https://sid.ir/paper/416070/en

Vancouver: Copy

Gholizadeh Masumeh, Valizadeh Fariba, KHODAYARI ZARNAQ RAHIM, JANATI ALI, MOUSAZADEH YALDA. The Quality Assessment of Educational Services Based on Perceptions and Expectations of Students in Tabriz University of Medical Sciences. FUTURE OF MEDICAL EDUCATION JOURNAL[Internet]. 2020;10(4 ):8-14. Available from: https://sid.ir/paper/416070/en

IEEE: Copy

Masumeh Gholizadeh, Fariba Valizadeh, RAHIM KHODAYARI ZARNAQ, ALI JANATI, and YALDA MOUSAZADEH, “The Quality Assessment of Educational Services Based on Perceptions and Expectations of Students in Tabriz University of Medical Sciences,” FUTURE OF MEDICAL EDUCATION JOURNAL, vol. 10, no. 4 , pp. 8–14, 2020, [Online]. Available: https://sid.ir/paper/416070/en

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