The Evaluation of the Quality of Educational Services from the Students' Point of View Based on the Servqual Model

Education quality evaluation is a subject in the field of service quality. Therefore, the approach to evaluation and the service quality provides a proper ground for the quality of education. The various methods have been developed to enhance assessing the quality of services. Assessment of services...

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Bibliographic Details
Published inJournal of economic & management perspectives Vol. 11; no. 3; pp. 600 - 609
Main Authors Sadeghi, Leila, Abili, Khodayar, Mortazavi, Mitra
Format Journal Article
LanguageEnglish
Published Mersin International Economic Society 01.09.2017
Subjects
Accountability
College students
Competition
Customer services
Educational services
Higher education
Perceptions
Quality of education
Quality of service
Secondary education
Students
Success
Teachers
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Summary:Education quality evaluation is a subject in the field of service quality. Therefore, the approach to evaluation and the service quality provides a proper ground for the quality of education. The various methods have been developed to enhance assessing the quality of services. Assessment of services is a challenge for post - secondary education institutions to improve the quality of services. So, the aim of this study is to determine the gap between the ideal and current situations. This research is a descriptive - survey research and carried out based on SERVQUAL method with the aim of assessing the quality of post - secondary education in the universities of Tehran. For this purpose, a sample of 210 people from community members about 700000 students in Tehran were assessed and the results have been analyzed. The results suggest that students' expectations are beyond their perceptions of the current situation and in none of any aspect of the service, their expectations are met. According to the results of this study and in order to improve the quality of educational services, all the aspects especially aspect of accountability must be a priority.
ISSN:2523-5338
2523-5338