Gap Analysis between Students' Perceptions and Expectations of Quality
Backgrounds and Objectives: Assessing the educational services provided for students and determining the gap between the current status and the expected status can pave the way for developing programs to promote the quality of educational services. This study was performed aiming at determining the...
Main Authors: | , , , , , , |
---|---|
Format: | Article |
Language: | fas |
Published: |
Qom University of Medical Sciences
2013-07-01
|
Series: | Majallah-i Dānishgāh-i ̒Ulūm-i Pizishkī-i Qum |
Subjects: | |
Online Access: | http://journal.muq.ac.ir/index.php/qumsj/article/view/597 |
id |
doaj-56a735dc89c447cbade7cf1b80be2ce2 |
---|---|
record_format |
Article |
spelling |
doaj-56a735dc89c447cbade7cf1b80be2ce22020-11-24T21:41:02ZfasQom University of Medical SciencesMajallah-i Dānishgāh-i ̒Ulūm-i Pizishkī-i Qum1735-77992008-13752013-07-017supplement29Gap Analysis between Students' Perceptions and Expectations of Quality Maryam AbbasianReza ChamanSeyed Abbas MousaviMohammad AmiriMahshid Gholami TaromsariFahimeh MalekiMahdi RaeiBackgrounds and Objectives: Assessing the educational services provided for students and determining the gap between the current status and the expected status can pave the way for developing programs to promote the quality of educational services. This study was performed aiming at determining the quality of educational services in Shahroud University of Medical Sciences in 2010.Methods: In this cross-sectional study, 274 students of Shahroud University of Medical Sciences were selected by random sampling method. The data were collected using SERVQUAL standard questionnaire. The 27-question questionnaire included two sections of demographic data and five-dimension educational services quality, which was completed as self-administered. The data were analyzed through independent samples t-test, paired samples t-test, and one-way ANOVA.Results: There were quality gaps in all dimensions of educational services quality and the statements to assess them. The biggest quality gap was in the responsiveness dimension (-1.45), and the lowest gap was in the reliability dimension (-1.14). The mean gap scores in female students were higher than male students in all five dimensions of educational services quality, and this difference were statistically significant (p<0.001).Conclusion: The results of this study showed that the students’ expectations are not fulfilled in all service dimensions. Therefore, responsiveness, customer-orientation, improvement of work processes and physical spaces, and paying attention to other dimensions could play a key role in promoting the quality of educational services.http://journal.muq.ac.ir/index.php/qumsj/article/view/597EducationQuality of Educational ServicesPerceptionsExpectationsGap analysisServqual ModelStudents |
collection |
DOAJ |
language |
fas |
format |
Article |
sources |
DOAJ |
author |
Maryam Abbasian Reza Chaman Seyed Abbas Mousavi Mohammad Amiri Mahshid Gholami Taromsari Fahimeh Maleki Mahdi Raei |
spellingShingle |
Maryam Abbasian Reza Chaman Seyed Abbas Mousavi Mohammad Amiri Mahshid Gholami Taromsari Fahimeh Maleki Mahdi Raei Gap Analysis between Students' Perceptions and Expectations of Quality Majallah-i Dānishgāh-i ̒Ulūm-i Pizishkī-i Qum Education Quality of Educational Services Perceptions Expectations Gap analysis Servqual Model Students |
author_facet |
Maryam Abbasian Reza Chaman Seyed Abbas Mousavi Mohammad Amiri Mahshid Gholami Taromsari Fahimeh Maleki Mahdi Raei |
author_sort |
Maryam Abbasian |
title |
Gap Analysis between Students' Perceptions and Expectations of Quality |
title_short |
Gap Analysis between Students' Perceptions and Expectations of Quality |
title_full |
Gap Analysis between Students' Perceptions and Expectations of Quality |
title_fullStr |
Gap Analysis between Students' Perceptions and Expectations of Quality |
title_full_unstemmed |
Gap Analysis between Students' Perceptions and Expectations of Quality |
title_sort |
gap analysis between students' perceptions and expectations of quality |
publisher |
Qom University of Medical Sciences |
series |
Majallah-i Dānishgāh-i ̒Ulūm-i Pizishkī-i Qum |
issn |
1735-7799 2008-1375 |
publishDate |
2013-07-01 |
description |
Backgrounds and Objectives: Assessing the educational services provided for students and determining the gap between the current status and the expected status can pave the way for developing programs to promote the quality of educational services. This study was performed aiming at determining the quality of educational services in Shahroud University of Medical Sciences in 2010.Methods: In this cross-sectional study, 274 students of Shahroud University of Medical Sciences were selected by random sampling method. The data were collected using SERVQUAL standard questionnaire. The 27-question questionnaire included two sections of demographic data and five-dimension educational services quality, which was completed as self-administered. The data were analyzed through independent samples t-test, paired samples t-test, and one-way ANOVA.Results: There were quality gaps in all dimensions of educational services quality and the statements to assess them. The biggest quality gap was in the responsiveness dimension (-1.45), and the lowest gap was in the reliability dimension (-1.14). The mean gap scores in female students were higher than male students in all five dimensions of educational services quality, and this difference were statistically significant (p<0.001).Conclusion: The results of this study showed that the students’ expectations are not fulfilled in all service dimensions. Therefore, responsiveness, customer-orientation, improvement of work processes and physical spaces, and paying attention to other dimensions could play a key role in promoting the quality of educational services. |
topic |
Education Quality of Educational Services Perceptions Expectations Gap analysis Servqual Model Students |
url |
http://journal.muq.ac.ir/index.php/qumsj/article/view/597 |
work_keys_str_mv |
AT maryamabbasian gapanalysisbetweenstudentsperceptionsandexpectationsofquality AT rezachaman gapanalysisbetweenstudentsperceptionsandexpectationsofquality AT seyedabbasmousavi gapanalysisbetweenstudentsperceptionsandexpectationsofquality AT mohammadamiri gapanalysisbetweenstudentsperceptionsandexpectationsofquality AT mahshidgholamitaromsari gapanalysisbetweenstudentsperceptionsandexpectationsofquality AT fahimehmaleki gapanalysisbetweenstudentsperceptionsandexpectationsofquality AT mahdiraei gapanalysisbetweenstudentsperceptionsandexpectationsofquality |
_version_ |
1725923448518082560 |