@2024 Afarand., IRAN
ISSN: 2228-5468 Education Strategies in Medical Sciences 2013;6(1):49-54
ISSN: 2228-5468 Education Strategies in Medical Sciences 2013;6(1):49-54
Educational Services Quality; Distance between Current and Desirable Situations
ARTICLE INFO
Article Type
Original ResearchAuthors
Beheshtirad R. (*)Ghaleei AR. (1)
Ghalavandi H. (1)
(*) Department of Educational Sciences, Faculty of Literature & Human Sciences, Urmia University, Urmia, Iran
(1) Department of Educational Sciences, Faculty of Literature & Human Sciences, Urmia University, Urmia, Iran
Correspondence
Address: Payam-e-Noor University, Daneshgah Street, Vali-e-asr Boulevard, Khoy, Iran. Postal Code: 58168-45164Phone: +989103006914
Fax: +983112724080
r_beheshti2000@yahoo.com
Article History
Received: December 14, 2012Accepted: March 8, 2013
ePublished: March 10, 2013
ABSTRACT
Aims
One of the main challenges which should be attended by Medical Universities is establishing a coherent system in order to give desirable services and using strategic methods to enhance service quality. The present study was conducted aiming at evaluating and determining the gap of the quality of educational service provided for nursing students of Urmia University of Medical Sciences using SERVQUAL scale.
Materials & Methods This descriptive and survey was undertaken on 328 nursing students of Urmia University of Medical Sciences and 73 students were selected using simple random sampling. Data was collected through standard SERVQUAL questionnaire including five dimensions of physical, guarantee, responsibility, reliability and empathy. Data analysis was done by SPSS 16 using descriptive statistics, single-variable T Test and correlated Paired two-sample T-test.
Findings In students’ viewpoint, the mean of the general educational services quality was 2.68±0.75 and the scores of each of five dimensions including physical, reliability, responsibility, guarantee, and empathy were 2.79±0.83, 2.75±0.85, 2.52±0.89, 2.75±0.90 and 2.59±0.97, respectively and each was significant in terms of within-group factor. Considering the available and desirable scores of each dimension, the general educational services quality and five dimensions were far from the favorable condition (p=0.001).
Conclusion Students are not satisfied with the quality of the educational services provided by Urmia University of Medical Sciences and the gap between the existing situation and desirable one are deep in all five dimensions.
Materials & Methods This descriptive and survey was undertaken on 328 nursing students of Urmia University of Medical Sciences and 73 students were selected using simple random sampling. Data was collected through standard SERVQUAL questionnaire including five dimensions of physical, guarantee, responsibility, reliability and empathy. Data analysis was done by SPSS 16 using descriptive statistics, single-variable T Test and correlated Paired two-sample T-test.
Findings In students’ viewpoint, the mean of the general educational services quality was 2.68±0.75 and the scores of each of five dimensions including physical, reliability, responsibility, guarantee, and empathy were 2.79±0.83, 2.75±0.85, 2.52±0.89, 2.75±0.90 and 2.59±0.97, respectively and each was significant in terms of within-group factor. Considering the available and desirable scores of each dimension, the general educational services quality and five dimensions were far from the favorable condition (p=0.001).
Conclusion Students are not satisfied with the quality of the educational services provided by Urmia University of Medical Sciences and the gap between the existing situation and desirable one are deep in all five dimensions.
CITATION LINKS
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[19] Arbooni F, Shoghli A, BadriPoshte S, Mohajeri M. Survey the gap between expectations and provided educational services to students of Zanjan university of medical sciences in 2005. SDMEJ. 2008;5(1):17-25. [Persian]
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[21] Bradley RB. Analyzing service quality: The case of post-graduate Chinese students. West Yorkshire: Leeds University Business School; 2006. Available from: http:/www.leeds.ac.uk/researchProgs/fileadmin/user_upload /documents
[22] Chua C. Perception of quality in higher education. Australia: AUQA Occasional Publication; 2004.
[23] Barnes BR. Analyzing service quality: The case of postgraduate Chinese students. Total Qual Manag Bus Excell. 2007;18(3-4):313-31.
[24] Bazargan A, Sarmad Z, Hejazi E. Research methods in the behavioral sciences. Tehran: Agah Publication; 1997. [Persian]
[25] Lamei A. Total quality management in health care. Tehran: Tehran Ministry of Health and Education; 2000. [Persian]
[26] Petruzzellis L, Duggentu AM, Romanazzi S. Student satisfaction and quality of service in Italian universities. Manag Serv Qual. 2006;16(4):349-64.
[27] Zafiropoulos C, Vrana V. Service quality assessment in a Greek higher education institute. J Bus Econ Manag. 2008;9(1):33-45.
[2] Manuel N. Customer perception of service quality at the business studies unit of the Durban university of technology [research project]. South Africa: Durban University; 2008.
[3] Lawrence J, McDaniel C. The future of business: The essentials. Mason, Ohio: South-Western Publisher; 2005.
[4] Hopson B . Building a service culture. Iran-nejad Parizi M, translator. Tehran: Modiran Publication; 2002. [Persian]
[5] Noorossana R, Saghaei A, Shadalouie F, Samimi Y. Customer satisfaction measurement to identify area improvement in higher education research services. Q J Res Plan High Educ. 2008;14(3):97-119. [Persian]
[6] Pakarian S. Investigation of educational quality promote in Isfahan university and some subjections for improving [dissertation]. Isfahan: Isfahan University; 1990. [Persian]
[7] Hashemi Golpayegani M. Crises and challenges in world high education system. Q J Res Plan High Educ. 1993;3(1):8-5. [Persian]
[8] Lim PC, Tang NK. A study of patients' expectations and satisfaction in Singapore hospitals. Int J Health Care Qual Assur Inc Leadersh Health Serv. 2000;13(6-7):290-9.
[9] Parasuraman A, Zeithaml V, Berry LL. SERVQUAL: A multi-item scale for measuring customer perceptions of service. J Retail. 1988;64(1):12-20
[10]Alves AR, Vieira A. The SERVQUAL as a marketing instrument to measure services quality in higher education institutions. Poland; Second International Conference, 2006.
[11] Hayes BE. Measuring customer satisfaction: Development and use of questionnaires. Chicago: Irwin Professional Publisher; 1997.
[12] Saghaei A, Kavoosi A. Customer satisfaction measurement methods. Tehran: Sabzan Publications; 2005. [Persian]
[13] Zafiropoulos C. Students' attitudes about educational service quality. Cyprus J Sci. 2006;4:13-23.
[14] Arambewela R, Hall J. A comparative analysis of international education sa
[15] Kebriaei A, Roudbari M. Assessing quality of educational services at Zahedan university of medical sciences. Tabib-e-Shargh J. 2005;7(2):139-46. [Persian]
[16] Aghamolaei T, Zare S, Abedini S. The quality gap of educational services from the point of view of students in Hormozgan university of medical sciences. Strides Dev Med Educ. 2006;3(2):78-85. [Persian]
[17] SabahiBidgoliy M, Kebriaie A. The quality gap of educational services Kashan university of medical sciences: Based on student perceptions and expectations. Kordestan; Nationwide Conference on Medical Sciences Education Development, 2007. [Persian]
[18] Kebriaei A, Roudbari M. The quality gap in educational services at Zahedan university of medical sciences: Based on student’s perceptions and expectations. IJME. 2005;5(1):53-61. [Persian]
[19] Arbooni F, Shoghli A, BadriPoshte S, Mohajeri M. Survey the gap between expectations and provided educational services to students of Zanjan university of medical sciences in 2005. SDMEJ. 2008;5(1):17-25. [Persian]
[20] Mohammadi A, Vakili MM. Measuring student’s satisfaction of educational services quality and relationship with services quality in Zanjan university of medical sciences. J Med Educ Dev. 2010;2(3):48-59. [Persian]
[21] Bradley RB. Analyzing service quality: The case of post-graduate Chinese students. West Yorkshire: Leeds University Business School; 2006. Available from: http:/www.leeds.ac.uk/researchProgs/fileadmin/user_upload /documents
[22] Chua C. Perception of quality in higher education. Australia: AUQA Occasional Publication; 2004.
[23] Barnes BR. Analyzing service quality: The case of postgraduate Chinese students. Total Qual Manag Bus Excell. 2007;18(3-4):313-31.
[24] Bazargan A, Sarmad Z, Hejazi E. Research methods in the behavioral sciences. Tehran: Agah Publication; 1997. [Persian]
[25] Lamei A. Total quality management in health care. Tehran: Tehran Ministry of Health and Education; 2000. [Persian]
[26] Petruzzellis L, Duggentu AM, Romanazzi S. Student satisfaction and quality of service in Italian universities. Manag Serv Qual. 2006;16(4):349-64.
[27] Zafiropoulos C, Vrana V. Service quality assessment in a Greek higher education institute. J Bus Econ Manag. 2008;9(1):33-45.