Quality Assessment of Educational Services Based on Perception and Expectations of Students in Tabriz University of Medical Sciences

Abstract

Background: SERVQUAL is a model that measure the quality by comparing expectations and perceptions of recipients of services to identify gaps. Identifying the gap may provide valuable insight for service improving. The students are the main recipients of services in educational organizations. So, this study was conducted to assess the educational services from the perspective of students of Health Services management at Tabriz University of Medical Sciences by the SERVQUAL model. Methods: This descriptive-analytical study was conducted in 2018. The participants were 85 students of various levels of Health Services management. The SERVQUAL questionnaire including dimensions of empathy, tangibles, reliability, responsiveness and, assurance was used to data collection. Descriptive analysis and T-test, ANOVA and correlation (Pearson and Spearman) tests were used to the data analysis. Results: The overall mean perceptions and expectations were 3.02 ± 0.5 8 and 3.78 ± 0.73 respectively. There was a negative gap in all dimensions of educational services (mean= -0.76). The greatest negative gap was in the dimension of assurance (-1.05). The other variables were ranked in this order, Responsiveness, Empathy and Reliability and Tangibles. A statistically significant correlation was observed between the students’ expectations and educational level (P < 0.05). Conclusion: Students’ expectations were higher than their perception based on results and quality of education based on SERVQUAL model was inappropriate. It is necessary to plan for improving the quality of education in all dimensions particularly in assurance domain.