Analysis of educational services quality from viewpoints’ of Health & Paramedical students in Qazvin university of Medical Sciences, using SERVQUAL model in 2011

Background: The higher education system is a dynamic system, with both quantitative and qualitative. Servqual model is one of the models through which the gap between customer expectations and perceptions are trying to be measured the quality of services. This study examined students’ perceptions and expectations contents gaps from Qazvin University of Medical Sciences using servqual model which was conducted in 2011.

Methods: A cross sectional study was developed among Health and paramedical students to evaluate educational services quality. A total of 256 students from second year and higher education were participated in this research from Qazvin University of Medical Sciences. A valid and reliable questionnaire was developed to measure the quality gap in 5 dimensions of service, and proved to be valid and reliable using for data collection. The data of this study was analyzed and described statistically using SPSS software. The statistical methods were used descriptive statistics and analytical tests (ANOVA and Friedman test) delete please.

Results: According to findings there was a negative quality gap in all five aspects of educational services. The smallest gap with mean of -5.71 belonged to tangibility dimension and the largest gap belonged to responsibility dimension with mean of -9.71. There was statistically a significant difference in the quality gap between five dimensions of educational services.

Conclusion: According to the result of the current study, the need to reduce or eliminate the shortcomings of existing planning, review of processes, gain competitive advantage in providing educational services, in this university is essential.