A Survey of the Quality of Educational Services Provided to Arak University Students Using the SERVQUAL Model

Subject Areas : Educational Psychology

Bahman Yasbolagi ¹ , Fatemeh Havas Beygi ² , Saeid Mousavi Pour ³

1 - دانشگاه اراک، دانشکده ادبیات و علوم انسانی، گروه علوم تربیتی، اراک، ایران
2 - دانشجوی دکترای تخصصی برنامه‌ریزی درسی، دانشگاه علامه طباطبایی، دانشکده روان‌شناسی و علوم تربیتی، تهران، ایران
3 - دانشگاه اراک، دانشکده ادبیات و علوم انسانی، گروه علوم تربیتی، اراک، ایران

Received: 2015-04-11 Accepted : 2015-08-30 Published : 2015-08-23

Keywords:

Abstract :

The aim of this study is to evaluate the quality of educational services provided to at Arak University students using the SERVQUAL Model. The population of the study consists of all undergraduate students at four Literature Humanities, Engineering, Science and Agriculture Faculties of Arak University, including 6644 student. To determine the sample size, stratified random sampling method was used and 453 students were selected. To collect the data, SERVQUAL Model which has been proven both a valid and reliable in previous researches, was used. For data analysis, descriptive statistics (percentage, mean, diagrams, and standard deviation) and inferential statistics (one-sample t-test, one way ANOVA, and post hoc Scheffe) were used. The results showed that the quality of educational services in all 5 modules is negative with the maximum mean gap of tangibility module equal to -8.958, and the lowest mean gap, related to the reliability, being -1.933. The results also showed that there were no significant differences between the four faculty students' perceptions of the quality of educational services but there were significant differences between their expectations of the quality of educational services. The expectation mean of educational services quality among engineering and technical students was lower and the expectations of Humanities’ students were higher than those of the other faculties in this research.

References:

منابع

پاکاریان، سارا .(1369). بررسی عوامل افزایش کیفیت  آموزشی در دانشگاه اصفهان و پیشنهاداتی برای بهبود آن، پایان‌نامه کارشناسی ارشد. دانشگاه اصفهان،دانشکده روان شناسی و علوم تربیتی، گروه علوم تربیتی

حاتمی فر، خدیجه؛ کاکوجویباری، علی‌اصغر و ­سرمدی، محمدرضا.(1392).مطالعه رضایتمندی دانشجویان از ارائه خدمات دانشجویی در دانشگاه پیام نور. فصلنامه پژوهش و برنامه‌ریزی در آموزش عالی، 70،117-139

پژهان، اکبر؛ صباغ زاده، مهدی و یعقوبی‌فر، محمدعلی.(1387).میزان رضایتمندی دانشجویان از خدمات و امکانات آموزشی دانشگاه علوم پزشکی سیزوار.مجله دانشگاه علوم پزشکی و خدمات بهداشتی درمانی سبزوار، 17(2)، 129-134

رسول آبادی، مسعود؛ شفیعیان، مجید و غریبی، فردین.(1392).ارزیابی کیفیت خدمات آموزشی با مدل سروکوال: دیدگاه دانشجویان دانشگاه علوم پزشکی کردستان. مجله علمی دانشگاه علوم پزشکی کردستان،18، 104-112

قلاوندی، حسن؛ بهشتی‌راد، رقیه و قلعه‌ای، علیرضا.(1391). بررسی وضعیت کیفیت خدمات آموزشی دانشگاه ارومیه بر اساس مدل سروکوال. مجله فرایند مدیریت توسعه، 25 (3)،49-66

کاوسی، زهرا؛ کفاشی، شهناز؛ صادقی‌فر، جمیل و موسوی اصفهانی، هاله.(1392).بررسی شکاف بین انتظارات و ادراکات دانشجویان از خدمات آموزشی در دانشکده مدیریت و اطلاع رسانی شیراز در شش ماهه ی نخست سال 1390.مجله توسعه آموزش در علوم پزشکی، 6(12)، 69-78

محمدی، رضا؛ فتح‌آبادی، جلیل؛ یادگارزاده، غلام‌رضا؛ میرزا محمدی، محمدحسن و پرند، کورش.(1384). ارزشیابی کیفیت در آموزش عالی، مفاهیم، اصول، روش ها، معیارها. تهران، مرکز انتشارات سازمان سنجش کشور

نورالنساء، رسول؛ سقایی، عباس؛ شادالویی، فائزه و صمیمی،یاسر.(1387). اندازه گیری رضایت مشتری برای شناسایی فرصت‌های بهبود در خدمات پژوهشی آموزش عالی. فصلنامه پژوهش و برنامه‌ریزی در آموزش عالی. شماره 49، ص 98.

نوروزی کوهدشت، رضا؛ محمد داودی، امیر حسین و جعفری، پریوش.(1392).کیفیت خدمات آموزشی در دانشکده‌های دانشگاه واحد علوم و تحقیقات از دیدگاه دانشجویان.مجموعه مقالات اولین همایش مجازی ره آوران آموزش. 28 اردیبهشت 1392.

هاشمی گلپایگانی، سید محمد رضا.(1372).بحران ها و چالش ها در نظام آموزش عالی جهان. فصلنامه پژوهش و برنامه‌ریزی در آموزش عالی،1(3)

Aghamollaei, T., Zare, SH., & Abedini, S. (2006). The quality gap of educational services from the point of view of students in Hormozgan University of Medical Sciences. Strides in Development of Medical Education.3, 78-85. [In Persian].

Arbouni, F., Shoghli, A., Badrippshteh S., & Mohajeri, M. (2008). The gap between student’s expectations and educational services provided for them, Zanjan University of Medical Sciences. Strides in Development of Medical Education, 5, 17-25. [In Persian].

Abbasian, M., Chaman, R., Mousavi, SA, Amiri, M., Gholami Taromsari M., Maleki, F., & Raei, M. (2013). Gap­ Analysis between Student’s  Perceptions and Expectation of Quality of Educational Services Using Servequal Model.Qom  Univ Med Sci J, 7, 2-9.[In Persian].

Bakhshi, H., Jafarzadeh, A., & Alimohammadi, A.(2008).Viewpoints of students toward educational services quality presented by (e.pectations and perceptions) RafsanjaniUniversity of medical sciences. Journal of Rafsanjan University of Medical Sciences, 10: 29-37. [In Persian].

Barnce, Br. (2007). Analyzing Service Quality: The Case of Post Graduate Chinese Students. Total Quall Manage Bus Excell. 18(3-4): 313-31.

Chua, C. (2006). Perception of Quality in Higher Education. AUQA Occasional Publication.

Cook, C., & Thompson, B. (2000). Reliability and validity of SERVQUAL scores used toevaluate perceptions of library service quality. Journal of Academic Librarianship, 26(4), 248-258.

Enayati Novinfar, A., Uosefi, M., Siyami, L., & Javaheri, Daneshmand, M.(2011). Evaluationof the quality of education services of Payam Noor University of Hamadan Based on theSERVQUAL Model. Quarterly Journal of Research and Planning in Higher Education, 17,135-151. [In Persian].

Faganel, A. (2010). Quality perception gap inside the higher education institution. International Journal of Academic Search2, 213-215.

Ghobadian, A., & Speller, S. (1994). Service quality: concept and models. Int J Qual Manage, 11, 43-66.

Hayes, B. E. (1997). Measuring customer satisfaction: Survey design, use, and statistical Analysis methods (2nd Ed.) Milwaukee, WI: ASQ Quality Press.

Khademloo, M., Fakhar, M., & Zare A. (2013). Survey of Service Quality Gap from the viewpoint of Para medicine Students in Mazandaran University of Medical Sciences. Journal of Ethics in Education, 2 (1), 1-5.

 Kebriaei, A., & Roudbari, M.(2005). Assessing quality of educational services at Zahedan University of Medical Sciences. Tabib Shargh, 7(2), 139- 46. [InPersian].

Karydis, A., Komboli-Kodovazeniti, M., Hatzigeorgiou, D., & Panis V.(2001). Expectations and perceptions of Greek patients regarding the quality of dental health care. Int J Qual Health Care, 13(5), 409-16.

Mohebbifar, R., Atighechian, G., &, Gholamalipoor, S.(2013) .Analysis of educational service Quality from viewpoints of Health &Paramedical students in Qazvin University of Medical Science. Jentashapir, 4 (3), 255-262.

Mohammadi,A.,& Vakili, M.M.(2010).Measuring Students' Satisfaction of Educational Services Quality and Relationship with Services Quality in Zanjan University of Medical Sciences. Journal of Medical Education Development, 2(3), 48-59 [In Persian].

Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1991). Perceived service quality as a Customer-based performance measure: An empirical examination of organizational barriers using anextended service quality model. Human Resource Management, 30(3), 335-364.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. J Marketing, 49, 41-50.

Richard, E., & Adams, J.N.(2006).Assessing college student perceptions of instructor customer service to student’s questionnaire: Assessment in higher education. J Assess Evalu High Educ, 31(5), 535-49.

Sadeghi, A. (2008).Introduction to model of services quality assessment SERVQUAL]. Soroushe Tahavol Magazine, 11, 5-8. [In Persian].

Tofighi,Sh.,Sadeghifar,J.,Hamouzadeh,P.,Afshari,S.,Foruzanfar,F.,& Taghavi Shahri, S.M. Quality of Educational Services from the Viewpoints of Students; Servqual Model. Educ Strateg J Med Sci, 4(1), 21-26. [In Persian].

Tan, K.C., & Kek, S.w.(2004). Service Quality in higher education using an enhanced SERVQUAL approach. Quality in Higher Education,10,17-24.

Van Duong, D., Binns, C.W., Lee, A.H., & Hip grave, D.B.(2004). Measuring client perceived quality of maternity services in rural Vietnam. Int J Qual in Health Care,16(6), 447-52.

Zavvar, T., Behrangi, M.R., Asgarian, M.,& Naderi, E. (2008). Evaluating Service Quality in Educational Centers of University of Payam Noor in East and West. Quarterly J Res Planning High Educ,13(4), 67-90. [In Persian].

Zafiropoulos, C. (2007).Service Quality Assessment in a Greek Higher Education Institute. Journal of Business Economic and Management, 9, 33.