Assessment of Educational Service Quality in Campus of Technical Colleges of Tehran University from Views of Higher Education Students based on Servqual Model

Subject Areas : Educational Science

زهرا شاه امیری ^{1 *} , محمدرضا کرمی ² , محمد اصلاحی ³

1 - دانشگاه تهران
2 - دانشگاه تهران
3 - دانشگاه علامه طباطبایی

Received: 2016-09-22 Accepted : 2016-12-09 Published : 2016-12-20

Keywords: Service Quality, Assessment, Graduate Students, SERVQUAL Model,

Abstract :

This research has studied assessment of educational service quality in campus of technical colleges of Tehran University regarding views of higher education students based on Servqual Model. In this study, 346 higher education students were selected based on graded sampling method in accordance with content using correlation descriptive research method. Standard Servqual Questionnaire comprising five-dimensional Educational Service Quality was used for gathering data. Research data were analyzed after gathering research questions and using T-independent and T-dependant test and one directional variance analysis. Research findings indicate that there is meaningful difference between tangible factors, reliability, responsiveness, assurance and perceived empathy expected from students. Students' expectations are beyond their perception of the current situation and their expectations haven't been met in any of these dimensions. Also there weren't any meaningful differences between demographic students' educational college.z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z z