The Evaluation of the Quality of Educational Services in Islamic Azad University, Dezful Branch Based on SERVQUAL Model

Subject Areas :

Received: 2013-04-09 Accepted : 2013-09-11 Published : 2013-12-21

Keywords: SERVQUAL Model, educational evaluation, Quality of Higher Education, Islamic Azad University, Dezful branch,

Abstract :

The purpose of this study was to evaluate the quality of educational services from the viewpoint of the students of Islamic Azad University, Dezful branch.  393 students were selected through stratified random sampling to participate in this study. By using the SERVQAL model, the research data on the quality of educational services in two aspects of perception and expectation were collected. Data collection was conducted through a questionnaire that had been developed by researchers using five factors confirmed through factor analysis. Findings indicated that there was a quality gap in all dimensions of educational service quality. The highest gap has been found in the empathy aspect (-2.34) and then, there were aspects of guarantee (-1.95), accountability (-1.86), and confidence (-1.68). The lowest gap was found in tangibles aspect (-1.54). There was a statistically significant relationship between the quality gap in tangible aspect and gender variable (p<0.05). In fact, expectations of students are beyond their perception from current situation and are not met in any dimensions of educational services. To improve the quality of educational services, all the dimensions, especially empathy dimension, should be in priority.