Evaluating the Educational Services Quality of a Military Medical University (SERVQUAL Model): A Descriptive Analytic Study

Abstract

Background: Educational quality assessments are those activities you undertake to demonstrate the accuracy and precision of your monitoring. A good strategy for increasing educational services quality can be achieved by considering the result of SERVQUAL (Gap Analysis) model. Objectives: Quality measurement of educational services that are offered at the Military University of Medical Science is evaluated based on the SERVQUAL model in this study. Methods: This study is a descriptive-analytic study. In this study, the dimensions of the quality of service provided by the SERVQUAL (Gap Analysis) model have been investigated in Five dimensions including tangible, responsiveness, empathy, reliability, and assurance. Data set of this sectional analytical descriptive study coordinates 317 students and 102 professors’ observations in the mentioned university. Stratified sampling method, according to the number of students and professors in each faculty (five faculties) and SERVQUAL questionnaire, were used. Descriptive statistics and statistical inferences were done by SPSS23 software. Results: Based on the findings, a negative gap was observed in all dimensions of the model. Empathy dimension (-2.215) had the maximum gap value, while the responsiveness dimension (-2.109) had the minimum gap value based on the student’s viewpoint. Moreover, based on the professor’s viewpoint maximum gap was related to physical dimension (-1.866) and the minimum gap was related to the responsiveness dimension (-1.292). Unlike professors, students who are studying in different faculties have not same idea regard to services quality. The quality gap can be sufficiently predicted by using the logistic regression model with assuming age as a predictor variable. Professor’s viewpoint is not affected by their age and gender. Conclusions: Based on the results, student’s and professors’ expectations are greater than their perceptions. Empathy and physical dimensions are the priority of the model as they have a positive relationship with the quality.