Investigating the attitude of technical and engineering students of Urmia University towards the quality of educational services (an integrated model)

The purpose of this study was to investigate the attitude of technical and engineering students of Urmia university towards the quality of educational services based on an integrated model.

The research method was descriptive correlational and the statistical population included all 2289 technical and engineering students of Urmia University in the academic year of 2019-2020. The sample size was determined by stratified proportional random sampling method using Morgan table of 328 people from the Faculty of Engineering. The research instrument was Service Quality Questionnaire based on EDUQUAL and SERQUAL models and its validity was confirmed by content validity method. The reliability of the questionnaire was also calculated using Cronbach's alpha coefficient of 0.89.

The results related to the research hypotheses indicated that there is a negative gap in all aspects of the quality of educational services. The results of Friedman test also showed that the largest gap is related to the dimension of physical facilities and the lowest gap is related to the dimension of empathy. Furthermore, the results showed that in terms of gender and educational level, there is no difference between the two existing and desirable conditions of the quality of education services.  

Based on the obtained results, it is suggested to use the opinions of technical and engineering students in relation to decisions related to university services.