Gap Analysis between Student's Perceptions and Expectations of Quality of Educational Services Using Servqual Model

Backgrounds and Assessing the educational services provided for students and determining the gap between the current status and the expected status can pave the way for developing programs to promote the quality of educational services. This study was performed aiming at determining the quality of educational services in Shahroud University of Medical Sciences in 2010. In this cross-sectional study, 274 students of Shahroud University of Medical Sciences were selected by random sampling method. The data were collected using SERVQUAL standard questionnaire. The 27-question questionnaire included two sections of demographic data and five-dimension educational services quality, which was completed as self-administered. The data were analyzed through independent samples t-test, paired samples t-test, and one-way ANOVA. There were quality gaps in all dimensions of educational services quality and the statements to assess them. The biggest quality gap was in the responsiveness dimension (-1.45), and the lowest gap was in the reliability dimension (-1.14). The mean gap scores in female students were higher than male students in all five dimensions of educational services quality, and this difference were statistically significant (p<0.001). The results of this study showed that the students’ expectations are not fulfilled in all service dimensions. Therefore, responsiveness, customer-orientation, improvement of work processes and physical spaces, and paying attention to other dimensions could play a key role in promoting the quality of educational services.