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مجله مطالعات آموزشی نما 2020, 15 - : 28-41 Back to browse issues page
Assessing the Quality of Educational Services of Sistan and Baluchistan University Based on SERVQUAL Model
Ahmad Keykha *, Khodayar Abili
Ph.D. Student of economics and financial management of Tehran University
Abstract:   (272 Views)
ntroduction: During the last decades, the issue of university quality has become a serious problem
among activists and scholars due to the increasing mass of higher education. Therefore, monitoring the
quality of universities is more important than ever. The purpose of this study was to evaluate the quality
of educational services in Faculty of Literature and Humanities of Sistan and Baluchistan University from
students’ viewpoints based on SERVQUAL Model.
Methods: The present study is a descriptive cross-sectional study whose population consisted of
(undergraduate, postgraduate and PhD) students of Faculty of Literature and Humanities in Sistan and
Baluchistan University in the academic year 2017-2018. Simple random sampling was conducted to select
127 students through standard SERVQUAL Model Questionnaire. Data analysis was performed by t-test
using SPSS software.
Results: Findings of the study indicated that there was a negative gap in all aspects of educational service
quality. Negative gap rates in each dimension are: tangibility (-5.49), assurance (-7.97), responsiveness
(-7.72), empathy (-10.47), and reliability (-10.11). -) which indicate that there is a significant difference and the
expectations of students at this college are beyond the current situation.
Conclusion: Therefore, the findings of the study indicate that none of the dimensions of service quality
have met their expectations and if the universities in Sistan and Baluchistan want to train more skilled human
resources to serve the growth and development of society, they should increase the quality of services as
they increase the quantity.
Keywords: Evaluation, Quality of Service, University, SERVQUAL
Full-Text [PDF 494 kb]   (45 Downloads)    
Type of Study: Research | Subject: General
Received: 2020/03/9 | Accepted: 2020/03/9 | Published: 2020/03/9
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Keykha A, Abili K. Assessing the Quality of Educational Services of Sistan and Baluchistan University Based on SERVQUAL Model. مجله مطالعات آموزشی نما. 2020; 15 :28-41
URL: http://nama.ajaums.ac.ir/article-1-337-en.html

Volume 15 - Back to browse issues page
مجله مطالعات آموزشی نما Journal of Educational Studies
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