EVALUATION OF EDUCATIONAL SERVICES QUALITY AT THE COLLEGE OF EDUCATION IN UNIVERSITY OF GARMIAN BASED ON SERVQUAL MODEL
Keywords:
Quality, Education, college of education, Students, SERVQUAL ModelAbstract
For developing a system of higher education it is necessary to improve the educational services quality. Evaluation of educational service quality from the students’ points of view is one of the important steps for improving the services quality. Considering the importance of educational services quality this study aimed to evaluate the quality of educational services from the viewpoints of students in college of education-university of Garmian based on SERVQUAL model.
This study was a descriptive cross sectional study and carried out at the college of education-University of Garmian in academic year 2016-2017. The population consisted of all students studying at different departments in college of education (N=1918) Sample consist of 148 students selected randomly by use of Moragan table’s and regarding the limitations of research. For collecting data the standard SERVQUAL questionnaire including two parts of demographic information and the five dimensions of service quality was used. The collected data were analyzed using descriptive statistics tests t-test and one-way ANOVA.
Summary of the results showed that there was a negative gap in Reliability, Responsiveness and Assurance dimensions. Also there is a positive gap in Tangibles and empathy dimensions. Results also showed that there was no significant difference according to gender or year of study.
according to research results and given negative gaps in some dimensions of educational services quality, it is recommended that some actions such as providing training workshops for faculty members, consultants and staff should be taken and student-centered view should be taken into account in educational planning.
Downloads
References
Abbasi M, Chaman R, Mousavi S A, Amiri M, Gholami Taromsari M, Maleki F, Raei M.(2013). Gap Analysis between Students Perceptions and Expectations of Quality of Educational Services Using Servqual Model. Journal of Qom University of Medical Sciences. Vol. (7), no(2), pp.(2-9).
Arambewela, R. & Hall, J. (2006). A Comparative Analysis of International Education Satisfaction Using Servqual. Services Research by Institute for International Management and Technology. Vol(6), pp(141-163).
Arslanagic-Kalajdzic M, Selma, K. & Muris, C. (2014). Students’ Perceptions about Role of Faculty and Administrative Staff in Business Education Service Quality Assessment. Tržište/Market, vol(26), pp( 93-108).
Bahreini M, Momeni Danaei SH, Shahamat SH, Khatoni A, Ghodsi S, Hashemi M. (2011). The Quality of Educational Services: Gap between Optimal and Actual Status according to Dentistry Students. Iranian Journal of Medical Education. Vol.(11), no.(7), pp(685-695).
Bakhshi H, Jafarzadeh A, Alimihamadi Abdolabadi T(2011). View Points of Students Towards Educational Services Quality Presented by Rafsanjan University of Medical Sciences. Journal of Rafsanjan University of Medical Sciences. Vol(10), no.(1), pp(31-40).
Barnes BR. (2007). Analyzing service quality: The case of postgraduate Chinese students. Total Quality Management And Business Excellence. Vol(18), no(3-4), pp.( 313-9).
Emanuel R, & Adams, J. N. (2006). Assessing college student perceptions of instructor customer service to student’s questionnaire: Assessment in higher education. J Assess Evalu High Educe. Vol(31), no(5), pp(35-49).
Enayati Novinfar A, Uosefi M, Siyami L, Javaheri Daneshmand M. (2011). Evaluation of the Quality of Education Services of Payam Noor University of Hamedan Based on the SERVQUAL Model. Quarterly Journal of Research and Planing In higher Education. Vol(17), no(3), pp(135-151).
Enayati T, Zameni F, Nasirpoor Deravi N.(2013) Assessing the quality of educational service in Mazandaran University of Medical Sciences using Servqual Model. Journal of health promotion Management. Vol(2), no(2), pp( 32-39).
Fitri H, Ilias AH, Rahman A, Abd R, Abd Razak MZ.(2008). Service quality and student satisfaction: a case study at private higher education institutions, International Business Research. Vol(1), no( 3),pp (163-75).
Foropon, C.; Seiple, R. & Kerbache, L. (2013). Using SERVQUAL to Examine Service Quality in the Classroom: Analyses of Undergraduate and Executive Education Operations Management Courses. International Journal of Business and Management. Vol(8), no(20), pp( 105-116).
Galavandi H; Farshid Ashrafi Salimkandi; Keyvan Aghazadeh. (2017). The Assessment of the Educational Services Quality Based on HEDPERF Model in Urmia University. Journal of Measurement & Educational Evaluation Studies. Vol. (6), No. (16), pp(67-88).
Ghalavand H, BeheshtiRad R, Ghaleie A.(2012). Investigating the Quality of Educational Services in the University of Urmia through SERVQUAL Model. Quarterly Journal of Management and Development Process. Vol(25), no(3), pp(49-66).
Gorji A, Tabatabaei SM, Akbari A, Sarkhosh S, Khorasani S. (2013). Using the Service Quality Gap's Model (SERVQUAL) in Imam Khomeini Teaching Hospital]. Journal of Health Management. Vol(16), no(51), pp (7-18).
Hemmati nezhad Z, Hemmati nezhad M. (2014). Evaluation Educational Service Quality of Physical Education and sport sciences faculty of the university of Guilan According to SERVQUAL model .Organization Behavior Management in Sport Studies. Vol(1), no(3), pp(11-28).
Heydari Z, Mohamadi R. (2015). Evaluating the Quality of Educational Services in University of Science and Culture based on SERVQUAL Model from Students’ Viewpoints. Journal of Measurement & Educational Evaluation Studies. Vol(5), no(11), pp(119-142).
Kavosi Z, Rahimi H, Qanbari P, Haidari L, Bahmaei J. (2014). Investigation of quality gap of educational services from the viewpoints of students of Shiraz University of Medical Sciences. Sadra Medical Science Journal. Vol(2), no(2), pp(161-172).
Lim, P.C., & Tang, N .(2000). A study of patients expectations and satisfaction in Singapore hospitals, Int Journal Health Care Qual Assur. Vol(13), no(7), pp(290-299).
Mohebbifar R, Atighechian G , Gholamalipoor S. (2013). Analysis of educational services quality from viewpoints’ of Health & Paramedical students in Qazvin university of Medical Sciences, using SERVQUAL model in 2011. Vol(4), no(3), pp(255-262).
Noorossana R, Saghaei A, Shadalouie F, Samimi Y (2008). Customer Satisfaction Measurement to Identify Areas for Improvement in Higher Education Research Services. Quarterly Journal of Research and Planing In higher Education, vol(14), no(3), pp (97-119).
Rasoolabadi M, Shafieian M, Gharibi F.(2013). Assessment of the quality of educational services by the SERVQUAL Model: viewpoints of the students at Kurdistan University of Medical Sciences. J Kurdistan Univ Med Sci. vol(18), no(1), pp(104-12).
Sahin, G. G. (2011). A Research on Expectation and Perception of Service Quality in Tourism Education at University Level in Ankara. İşletme Araştırmaları Dergisi, vol(3), no(4), pp (49-65).
Sharma, B & Gadenne, D .(2001). An investigation of the perceived importance and effectiveness of quality management approaches, The TQM Magazine. Vol(3), no(6),pp (433-443).
Tan KG, Kek SW. (2004). Service Quality in Higher Education Using an Enhanced Servqual Approach. Qual High Educ. Vol(10), no(1), pp(17-24).
Tofighi S, Sadeghifar J, Hamouzadeh P, Afshari S, Foruzanfar F, Taghavi Shahri S. (2011). Quality of educational services from the viewpoints of students; SERVQUAL model. Bimonthly Education Strategy of Medical Sciences. Vol(4), no(1), pp (21-26).
Wang, Y. Lo, H., and Yang, Y. (2004). An Integrated framework for service quality, customer value, satisfaction, Evidence from china's telecommunications industry, Information Systems Frontiers. Vol(6), no(4), pp(325-340).
West E .(2001). Management matters: The link between hospital organization and quality of patient care, Qual Health Care. Vol(10), pp (40-48).
Zafiropoulos, C. (2014).Service Quality Assessment in a Greek Higher Education Institute. Journal of Business Economic and Management, vol(9), no(1), pp(33-45).
