QUALITY GAP IN EDUCATIONAL SERVICES BASED ON SERVQUAL MODEL IN MASHHAD MEDICAL SCHOOL

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KHADEM REZAIYAN MAJID; MOUSAVI BAZAZ SEYED MOJTABA

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Journal: Research in Medicine Year:2016 | Volume:40 | Issue:1 Page(s): 17-23

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Title

QUALITY GAP IN EDUCATIONAL SERVICES BASED ON SERVQUAL MODEL IN MASHHAD MEDICAL SCHOOL

Author(s)

KHADEM REZAIYAN MAJID | MOUSAVI BAZAZ SEYED MOJTABA | Issue Writer Certificate

Keywords

QUALITY OF SERVICESQ2

EDUCATIONAL SERVICESQ2

GAPQ2

STUDENTQ3

SERVQUAL MODELQ1

Abstract

Background: STUDENTs are the main clients for educational system and their opinions can improve service quality. Thus, determination of educational GAP based on their viewpoints can trigger quality promotion programs. This project was performed to evaluate educational service quality based on viewpoints of medical STUDENTs of Mashhad University of Medical Sciences in 2015.Methods: This cross-sectional study was carried out on 216 medical STUDENTs of Mashhad University of Medical Sciences. Multi-stage random sampling method was used to gather post third grade STUDENTs. The evaluation tool was the standardized SERVQUAL questionnaire which had demographic (4 questions) and 27 paired question for measuring service quality in 5 dimensions: assurance, accountability, empathy, confidence and physical with5 point Likert scale. SPSS 22 with p<0.05 was used for data analyses.Results: Age was 2.9±22.7 years. Sixty-four percent (139) were female. There were significant differences between desired and existing situation in all items and dimensions. Total service GAP was -0.98±0.50 out of which, accountability had the highest (-1.22±0.74) and physical had the lowest (-0.79±0.62) educational GAP. Gender, educational level and STUDENTs' situation were not related to educational GAP.Conclusion: Negative GAP in all dimensions of EDUCATIONAL SERVICES shows that STUDENTs' expectations are not met. Some of these GAPs can easily disappear by proper management and reconstruction of presenting services.

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APA: Copy

KHADEM REZAIYAN, MAJID, & MOUSAVI BAZAZ, SEYED MOJTABA. (2016). QUALITY GAP IN EDUCATIONAL SERVICES BASED ON SERVQUAL MODEL IN MASHHAD MEDICAL SCHOOL. PAJOUHESH DAR PEZESHKI, 40(1 ), 17-23. SID. https://sid.ir/paper/41812/en

Vancouver: Copy

KHADEM REZAIYAN MAJID, MOUSAVI BAZAZ SEYED MOJTABA. QUALITY GAP IN EDUCATIONAL SERVICES BASED ON SERVQUAL MODEL IN MASHHAD MEDICAL SCHOOL. PAJOUHESH DAR PEZESHKI[Internet]. 2016;40(1 ):17-23. Available from: https://sid.ir/paper/41812/en

IEEE: Copy

MAJID KHADEM REZAIYAN, and SEYED MOJTABA MOUSAVI BAZAZ, “QUALITY GAP IN EDUCATIONAL SERVICES BASED ON SERVQUAL MODEL IN MASHHAD MEDICAL SCHOOL,” PAJOUHESH DAR PEZESHKI, vol. 40, no. 1 , pp. 17–23, 2016, [Online]. Available: https://sid.ir/paper/41812/en

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