جستجوی مقالات مرتبط با کلیدواژه « gap analysis » در نشریات گروه « پزشکی »

One of the assessment methods of service quality in organizations is the gap analysis tool. The current research was conducted with the aim of designing and evaluating validity and reliability of the service quality assessment tool in libraries and medical information centers in universities of medical sciences according to the gap analysis models.

A cross-sectional study was performed to evaluate the validity and reliability of the service quality assessment tool of libraries. It is considered as a tool development study that was carried out between July and September 2023. The statistical population included the users of the central library and document center of Hamadan University of Medical Sciences (students, faculty members, and staff). First, the desired tool was designed through reviewing gap analysis studies and models (LibQUAL, DigiQUAL, and LibQUAL), which are service quality assessment models from the customers' point of view, and assessing services that can be provided in the libraries of medical sciences universities. Afterwards, it was sent to 15 librarians and library staff to estimate the validity of its content (CVI & CVR). To estimate its reliability (internal consistency), Cronbach's alpha was calculated. 

The study tool included eight main domains and 76 items. According to the results obtained in the validity study of the questions, the CVR score was 72items higher than the number of the Lawshe’s table (0.49), and all these items were confirmed. The scores of four items were lower than the number of Lawshe’s table, so they were excluded from the questionnaire. In the CVI assessment, all components scored above 0.79. The internal consistency (Cronbach's alpha) of the items with a reliability of over 0.90 revealed that all eight main domains and 72 questions had the necessary validity.

The results demonstrated that the service quality assessment tool of libraries in medical sciences universities has the necessary validity and reliability properties. Therefore, it can be used as a suitable tool for measuring the quality of library services.

Students are the main stakeholders of educational system in universities, who evaluate the quality of educational services according to their expectations and perceptions. Therefore, nowadays the viewpoint of students about the quality of educational services is considered as an essential factor in monitoring the quality of education in all scientific centers all over the world. This study was conducted to determine the gap between expectations and perceptions of students on educational services of Qom University of Medical Sciences.

This study was carried out as a descriptive cross-sectional study on the students of Qom University of Medical Sciences, studying in 5 faculties (Medicine, Paramedical Sciences, Health, and Nursing and Midwifery) in the first semester of 2013 academic year. A total of 307 students were selected for the study using systematic random sampling. Data collection tool was a standard SERVQUAL questionnaire. Data analysis was performed by one-way ANOVA and post hoc Duncan tests.

There was a quality gap in all dimensions of educational services quality and related measurement phrases. The highest average of quality gap was observed in the responsiveness dimension (-1.6), followed by tangibles (-1.5), assurance (-1.4), and empathy (-1.2), and the lowest average belonged to reliability dimension (-1.1).

According to the findings of this study, in general, there were negative gaps in different dimensions of educational services quality between expectations and conceptions of the students in Qom University of Medical Sciences. Therefore, to reduce this gap, it is necessary to revise education method and education management.