A Quality Gap Analysis of Educational Services among Iranian Medical Students Using the SERVQUAL Method
Year: 2024
Type: article
Study design: Observational Study
Abstract: Introduction The quality gap in educational services among the students of Shahroud University of Medical Sciences in the year 2023 was evaluated using the SERVQUAL method. Methods In this cross-sectional study, 334 participants were selected through a multi-stage random sampling method, and 316 responded to the standard SERVQUAL questionnaire. Results The majority, 181 students (57.03%) had a strong interest in their field of study. The mean scores for the current status (perceptions) and the optimal status (expectations) of educational service quality were 3.27±0.66 and 4.41±0.63, respectively. There was a significant difference between the current and optimal status across all SERVQUAL dimensions. The largest gaps were in the dimensions of Responsiveness, Empathy, and Tangibles, followed by Assurance and Reliability. The comparison of mean scores for the educational service quality gap across variables, such as gender, academic semester, and interest in the field of study, indicated significant differences among these groups. Conclusion By assessing the status of educational services from the student's perspective, this study aims to provide valuable information to policymakers and university senior management to enhance the educational service system. Educational and incentive strategies, along with careful monitoring and planning according to different dimensions of service quality, can be effective in improving the system.
Source: The Open Public Health Journal
Institution: Shahroud University of Medical Sciences
Language: English
Domain: Social Sciences
SDG: Quality education
Open Access status: diamond
OpenAlex ID: W4403283024