Assessing the Gap of the Existing and Desirable Status of Educational Service Quality of Urmia University Using EDUQUAL Model

The purpose of this study is to assess the gap of the existing and desirable status of educational services quality of Urmia university using EDUQUAL model. The method of this study is descriptive-correlation. The statistical population consisted of all of the students of Urmia University (N=18000). Through Morgan table, 376 samples were selected via random sampling method. Data were collected through standard EDUQUAL questionnaire. Validity of the scale was confirmed by experts and reliability of the scales was confirmed by Cronbach’s Alfa (0.89). The results related to research hypotheses indicated that there was a gap in all aspects of educational services quality. Friedman test results also showed the greatest gap is related to the dimension of physical facilities and the smallest gap related to the accountability dimension. In the following, the results showed that there was no difference between gender and educational level with the perception of the quality of educational services in the two existing and desirable situations. Based on the results obtained, it is suggested that students’ comments on decisions related to university services to be used.