Identification and Assessment of Service Quality Components in University Education Deparatment: Mixed Method (Case: Education Department of one of the colleges of Tehran University)

The aim of this study was to identify and assessment the quality of services of the unit of education in one of the faculties of Tehran University and determine the factors affecting it. The statistical population of this study is students, professors and employees of the educational unit who were selected in a qualitative section in a targeted way and in a small section were selected randomly. In this study Mix Method (quantitative & qualitative) was used. The result of qualitative section showed that the factors of communication with service recipient’s principles, Organizational Principles and Competencies of service providers are the components of the services quality in the studied faculty. furthermore, Individual factors, organizational factors, Managerial factors and Environmental factors are the factors affecting the services quality. The result of quantitative part showed that from student perspective in all of the above components of services quality in the studied faculty is lower than average (communication with service recipients principals: t=-20.601, sig=0.000; Organizational Principles: t= -21.877, sig= 0.000, Competencies of service provider: t= -20.304, sig= 0.000). From professor’s perspective in the components of communication with service recipients Principles and the competencies of services quality providers is in the average and in the organizational component is in favorable condition. From perspective of the faculty education department staffs, all three components of services quality are in favorable condition which reflects the difference in the viewpoints of three studied groups.