Investigating the Quality of Educational Services in the University of Urmia through SERVQUAL Model (in Persian)

Hassan Ghalavandi (), Roghayeh Beheshtirad () and Ghale’ei, Alireza ()
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Hassan Ghalavandi: Iran
Roghayeh Beheshtirad: Iran
Ghale’ei, Alireza: Iran

Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت و توسعه), 2012, vol. 25, issue 3, 49-66

Abstract: This article has tried to study the quality of educational services in the University of Urmia on the basis of SERVQUAL model from the perspectives of postgraduate students. This study uses descriptive research method (correlation type). A number of 200 students are selected through stratified random method, proportionate to the volumes of the faculties concerned. The standard SERVQUAL questionnaire containing five-scale service quality dimensions was used for data collection. Later, the data were analyzed based on research hypotheses, using independent T-test and one-way variance analysis. The results indicated that there is a significant difference between, the perceived factors of tangibles, reliability, responsiveness, assurance and empathy and the ones expected by the students. Expectations of students are beyond their perception from status quo and their expectations are not met as far as any service elements were concerned. Furthermore, no significant difference was observed among demographic variables, except for academic level in gender, academic department and local faculty of students.

Keywords: Quality; Educational Services; SERVQUAL Model; Student; University of Urmia (search for similar items in EconPapers)
Date: 2012
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