A survey of service quality of the educational centers in Tabriz using servqual model and ranking educational centers using Analytic hierarchy Process

Subject Areas : Educational Psychology

Majid Bagherzadeh ¹ , Fatemeh Bagherzadeh ²

1 - عضو هیئت علمی دانشگاه آزاد اسلامی واحد تبریز
2 - کارشناس ارشد مدیریت بازرگانی

Received: 2016-04-09 Accepted : 2016-04-09 Published : 2009-03-21

Keywords: Analytic Hierarchy Process (AHP), SERVQUAL Model, : Services quality, Srevices quality higher education,

Abstract :

The main purpose in this study is to determine the gaps between students’ expectations and perceptions in higher education centers, in Tabriz (Islamic Azad University, Industrial Management Organization, Alghadir Non-profit Higher education Institution, Aras Non-profit Higher education Institution). For this purpose SERVQUAL scale’s generic questionnaire adapted for the higher education service sector and used to evaluate the gap of service quality. SPSS software has used for data analysis. Results of study indicate that, higher education centers in Tabriz, have not fulfilled the students’ expectations. The smallest gap is related to security and the biggest one to dimension of empathy. In addition, students have given most of the importance to dimensions of empathy and Responsibility. Also the results of EXPERT CHOICE show that Industrial Management Organization is the best and Aras Non-profit Higher education Institution is the worst of the centers in the service quality.

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