Assessment of the Quality of Academic Services at Yasouj University: Application of SERVQUAL Model
محورهای موضوعی : Education and training
مهدی نوری پور
1
,
زینب شریفی
2
1 - دانشیار ترویج کشاورزی و توسعه روستایی، گروه مدیریت توسعه روستایی، دانشکده کشاورزی، دانشگاه یاسوج، یاسوج، ایران
2 - دانش آموخته دکتری توسعه کشاورزی، گروه مدیریت توسعه روستایی، دانشکده کشاورزی، دانشگاه یاسوج، یاسوج، ایران
کلید واژه: SERVQUAL Model, Quality of Services, student, Yasouj University,
چکیده مقاله :
The qualitative expansion of the higher education system, regardless of quality development, will have inappropriate outcomes. Therefore, the present study was conducted to assess the quality of academic services at Yasouj University using the SERVQUAL model. The statistical population consisted of 508 senior undergraduates at Yasouj University in 2018-2019. According to the Krejcie and Morgan formula, 220 individuals were selected as the sample through stratified random sampling in terms of their field of study. Data were collected through a two-part questionnaire including students' perceptions and expectations about the quality of educational, research, and welfare services. The validity of the questionnaire was confirmed by using the opinions of the relevant field experts after revising, and its reliability was estimated by calculating the Cronbach's alpha coefficient. Data were analyzed using SPSS software. The results showed that students had the lowest and highest satisfaction with the current status in terms of welfare services and educational services, respectively. Also, the greatest service gap was in welfare, research, and educational services, respectively. The results of the means comparison test revealed that the students' expectations of educational, research, and welfare services were significantly higher than their perceptions. Therefore, better provision of educational, research, and welfare services should be taken into consideration by the relevant authorities.
گسترش کمی نظام آموزش عالی بدون توجه به توسعه کیفیت، پیامدهای نامناسبی به همراه خواهد داشت. از این رو پژوهش حاضر با هدف ارزیابی دانشجویان از کیفیت خدمات تحصیلی در دانشگاه یاسوج با کاربرد مدل سروکوال انجام شد. جامعه آماری 508 نفر از دانشجویان کارشناسی سال آخر شاغل به تحصیل در سال 1397-1398 دانشگاه یاسوج بودند. بر اساس فرمول کرجسی و مورگان 220 نفر به عنوان نمونه با روش تصادفی طبقه‌ای براساس رشته تحصیلی انتخاب شدند. جمع‌آوری داده‌ها از طریق یک پرسشنامه دو قسمتی شامل ادراکات و انتظارات دانشجویان از کیفیت خدمات آموزشی، پژوهشی و رفاهی انجام شد که روایی آن با استفاده از نظرات متخصصان حوزه مربوطه، پس از انجام اصلاحات مورد تأیید واقع شد و پایایی آن نیز با محاسبه ضریب آلفای کرونباخ تأیید شد. تجزیه و تحلیل داده‌ها با استفاده از نرم افزار آماری SPSSانجام شد. نتایج تحقیق نشان داد دانشجویان کمترین و بیشترین رضایت از وضع موجود را به ترتیب از خدمات رفاهی و خدمات آموزشی داشتند. همچنین بیشترین شکاف خدمات مربوط به ترتیب مربوط به خدمات رفاهی، پژوهشی و آموزشی بوده است. نتایج آزمون مقایسه میانگین حاکی از آن بود که انتظارات دانشجویان از خدمات آموزشی، پژوهشی و رفاهی به طور معنی داری بیشتر از ادارکات آنان بود. بنابراین لازم است ارائه بهتر خدمات آموزشی، پژوهشی و رفاهی مورد توجه مسئولین ذی ربط واقع گردد.
Abbaspour, M., & Tahmak, H. (2017). Evaluation of the gap of educational service quality of marine universities using SERVQUAL model (Case study: Khorramshahr University of Marine Science and Technology). Journal of Oceanography, 7(28), 75-89. (In Persian).
AbdoliYazdi, N., Ashraf, F., Puoyanfard, A.R., & Oliya, M.S. (2017). Evaluation of the quality of educational services in the physical education faculties of IAU branches across Iran and designing it`s model. Journal of Business Administration Research, 8(16), 99-120. (In Persian).
Aghamirzaee Mahali, T., Babazadeh, M., Rahimpour Kami, B., & Salehi, Omran, A. (2017). Assessment and ranking of educational (administrative) service quality from students opinion (A case study on Mazandaran University of Science and Technology). Education Strategies in Medical Sciences, 10(4), 288-301. (In Persian).
Arambewela, R., & Hall, J. (2006). A comparative analysis of international education satisfaction using SERVQUAL. Services Research by Institute for International Management and Technology, 6, 141-163.
Boccanfuso, D., Larouche, A., & Trandafir, M. (2015). Quality of higher education and the labor market in developing countries: Evidence from an education reform in Senegal. World Development, 74, 412-424.
Barnes, B. R. (2007). Analyzing service quality: The case of post-graduate Chinese students. Total Quality Management Business Excellent, 18(3-4): 313-319.
Faraji, R., Bashiri, M., Yavari, Y., & Khoshnevis, F. (2016). Assessment of customers’ perception and expectation of university’s sports facilities service quality using SERVQUAL model (Case study: Azarbaijan Shahid Madani University). Research on Educational Sport, 11, 97-114. (In Persian).
Feyzi, K., Rafiezadeh, M. & Khatibi, A. (2014). Providing a model for improving the quality of research services by means of SERVQUAL and KANO models. Science and Technology Policy, 4(3), 87-102. (In Persian).
Ghasemzadeh-Alishahi, A., Mahdiun, R., Zarezadeh, P., & Arghadeh, F. (2016).Students' perceptions of quality of educational services of Tabriz University of Medical Sciences, Iran. Journal of Medical Education Development Center, 13(1), 41 -48. (In Persian).
Hashemi, S.A., & Abbasi, A. (2015). Assessing the quality of teaching process; Lamerd school of nursing. Scholarly Bimonthly of Education Strategies in Medical Sciences, 8(3), 131-136. (In Persian).
Heidari-Gorji, A. M., Heidari-Gorji, M. A., & Ranjbar, M. (2016). Survey of viewpoints of nursing and midwifery students of Mazandaran University of medical science toward learning and teaching according dream pattern during 2014. Educational Development of Jundishapur, 7(3), 289-297. (In Persian).
Heydari, Z., & Mohammadi, R. (2015). Evaluating the quality of educational services in university of science and culture based on SERVQUAL model from students’ viewpoints. Journal of Educational Measurement & Evaluation Studies, 5(11), 119-142. (In Persian).
Heidari Sureshjani. N., Naderi, N., Rezaei, B., & Khashmin, M. M. (2016). Assessing the quality of educational services of postgraduate studies based on SERVQUAL model from the viewpoints of the students at Razi University of Kermanshah. Higher Education Letter, 9(35), 7-26. (In Persian).
Hemmati Nezhad, Z., & Hemmati Nezhad, M. (2014). Evaluation educational service quality of physical education and sport sciences faculty of the University of Guilan according to SERVQUAL model. Journal of Organizational Behavioral Management in Sport Studies, 1(3), 11-28. (In Persian).
Jafarinejad. M., Ebrahimipour., H., Lael-monfared, E., Jamali Behnam. F., & Amini, A. (2016). Quality of educational services from viewpoints of students at School of Public Health at Mashhad University of Medical Sciences. Journal of Medical Education and Development, 11(3), 247-259. (In Persian).
Jalalvandi, M., Amirian, P., Tohidnia, M. R. & Nemati Kivenani, A. (2016). Educational justice from the perspective of Kermanshah paramedical students in 2014. Journal of Medical Education and Development, 11(1), 51-60. (In Persian).
Galavandi, H., Ashrafi Salimkandi, F., & Aghazadeh, K. (2017). The assessment of the educational services quality based on HEDPERF model in Urmia University. Journal of Measurement & Educational Evaluation Studies, 6(16), 67-88. (In Persian).
Khadem-Rezaiyan, M., & Mousavi Bazaz, S. M. (2016). Quality gap in educational services based on SERVQUAL model in Mashhad medical school. Journal of Research in Medical Sciences, 40(1), 17-23. (In Persian).
Khandan, M., Nouhi, E., & Sabzevari, S. (2015). Quality assessment of educational services in nursing and midwifery school of Kerman based on SERVQUAL Model. Iranian Journal of Medical Education, 15(32), 251-262. (In Persian).
Khajeh, M. (2015). Applying SERVQUAL model and fuzzy logic in quality assessment of educational services from students' viewpoint at Qom Islamic Azad University. Journal of Medical Education Development, 8(18), 23-32. (In Persian).
Khani Jazani, J., Forouzanfar, E. & Forouzanfar, E. (2014). Assessment of service quality level of non-governmental educational institutes using gap analysis model (Case Study: Gilan`s Non-Governmental Educational Institutions). Journal of Educational Measurement & Evaluation Studies, 4(7), 11-32. (In Persian).
Kheirgou, M., Noorbakhsh, I., & Mohammadi, A. (2016). The assessment and the prioritization of the quality dimensions of educational services based on the SERVQUAL model through utilizing a mixed approach including AHP and VIKOR (Case Study; Imam Ali Military University), 16(1), 113-134. (In Persian).
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30, 607-610.
Mehr Ali Zade, Y., Blohezchi, A. & Elham pour, H. (2015). A comparative study of educational services quality- SERVQUAL of postgraduate studies in an old and new universities. Iranian Higher Education, 7(2), 1-24. (In Persian).
Mohebi, S., Adeli, S.H., Arsang, Sh., Heidari, M., Safaeipour, R., Tabeshnia, Z., Aghaali, M., & Parham, M. (2015). A study of quality of educational services from the viewpoint of students of Qom University of Medical Sciences based on SERVQUAL model, 2013, Iran. Qom University of Medical Sciences Journal, 9(6), 66-76. (In Persian).
Movahedi, R., Shirkhani, M., & Talebi, Bahareh. (2017). The study of effective factors on improving the quality of education: Case Study in College of Agriculture, Bu-Ali Sina Universty. Higher Education Letter, 10(37), 79-110. (In Persian).
Nazari, R. and Sharifnia, S.H. (2010). Investigating the causes of nursing student drop out, Journal of Babol University Medicine Science, 12(1), 90-94. (In Persian).
Ogunnaike, O. O., Ayeni, B., Olorunyomi, B., Olokundun, M., Ayoade, O., & Borishade, T. (2018). Data set on interactive service quality in higher education marketing. Data in Brief, 19, 1403-1409.
Ozdemir, Y., Kaya, S. K., & Turhan, E. (2020). A scale to measure sustainable campus services in higher education: Sustainable Service Quality. Journal of Cleaner Production, 245, 118839.
Richard, E., & Adams, J. N. (2013). Assessing college student perceptions of instructor customer service to student’s questionnaire: Assessment in higher education. Assessment and Evaluation in Higher Education, 31(5), 35-49.
Sattari, S., Namvar, Y., & Rastgo, A. (2014). Evaluation of educational service quality in postgraduate programs at Islamic Azad University, Ardabil branch, on the basis of SERVQUAL model. Journal of New Approaches in Educational Administration, 5(3), 177-196. (In Persian).
Seyedaskari, S. M., Shafa, M. A., Iranmanesh, F., Beigzadeh, A., &, Mohammad Pour, M. (2015). Quality assessment of educational services for residents in teaching hospitals of Kerman University of medical sciences, Iran, based on the SERVQUAL model. Strides in Development of Medical Education, 12(1), 159-167. (In Persian).
Shahamiri, Z., Karamim, M. R., & Eslahi, M. (2016). Assessment of educational service quality in campus of technical colleges of Tehran University from views of higher education students based on SERVQUAL model. Scientific Journal of Education Research, 11(47), 49-66. (In Persian).
Shams, L., Mahmoudi, S., Maleki, M.R., Ameli, L., & Mousavi, S.M. (2014). Educational service quality of Tehran University of Medical Sciences: the students’ perspective. Razi Journal of Medical Sciences, 21(124), 37-46. (In Persian).
Sin, M. C., Yusof, B. B., & Sin, K. Y. (2018). International students’ satisfaction level towards service quality in academic aspect and loyalty to Universiti Teknologi Malaysia. International Journal of Academic Research in Business And social Sciences, 8(10), 838-850.
Soltani Nasab, R., & Abasi, R. (2018). The relationship between organizational citizenship behavior (O.C.B.) and the quality of services provided to students (A case study of Tehran Technical Colleges staff). Journal of New Approaches in Educational Administration, 9(1), 191-206. (In Persian).
Vasconcelos, P., Furtado, E. S., Pinheiro, P., & Furtado, L. (2020). Multidisciplinary criteria for the quality of e-learning services design. Computers in Human Behavior, 107, 105979.
Yarmohammadian, M. H., Nazari, M., Bahman ziari, N., Moradi, R., Mirzaei, H., & Navvabi, E. (2015). Evaluation of educational services quality for healthcare services management students of Isfahan University of Medical Sciences based on SERVQUAL model. Iranian Journal of Medical Education, 15(3), 319-329. (In Persian).
Yousapronpaiboon, K. (2014). SERVQUAL: Measuring higher education service quality in Thailand. Procedia-Social and Behavioral Sciences, 116, 1088-1095.
Zafiropoulos, C. (2014). Service quality assessment in a Greek higher education institute. Journal of Business Economic and Management, 9(1), 33-45.
Zaker Jafari, HR., Hamkar, B., & Mirfarhadi, N. (2015). The interval of educational services quality: Distance of current and desirable situation from viewpoints’ of dentistry students of Guilan University of medical sciences of medical sciences in 2014. Research in Medical Education, 7(3), 65-71. (In Persian).
Zarei, E., Alijanzadeh, M., & Moosazadeh, A. R. (2016). An evaluation of educational service quality gap in the faculty of health at Shahid Beheshti University of medical sciences: Using SERVEQUAL techniques. Journal of Medical Education Development, 8(20), 38-48. (In Persian).
