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Journal of Advances in Medical Education and Professionalism، جلد ۲، شماره ۳، صفحات ۱۱۴-۰
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عنوان انگلیسی The students’ viewpoint on the quality gap in educational services
چکیده انگلیسی مقاله Introduction: Students and universi ty community are social and human resources of the country. The students’ viewpoints about the quality of educational services can be considered as a basis for planning quality promotion and improving organizational performance. This study was conducted to determine the quality gap in educational services d by the students of Health and Nutrition School of Shiraz University of Medical Sciences. Methods: In this cross-sectional study, 140 students participated voluntarily (age range=19 to 40 years). The service quality (SERVQUAL) questionnaire was used for data collection. This questionnaire measured the quality gap in 5 dimensions of educational service including assurance, responsiveness, empathy, reliability, and tangibility. The students’ perception about the current conditions and their expectations as to optimal conditions can be determined, using this questionnaire. The score of the gap in quality of educational services is calculated from difference between perception and expectation scores. Due to non-normality of data, non-parametric tests were used. To this end, data were analyzed using statistical tests including Wilcoxon, Friedman, Kruskal-Wallis and Mann-Whiteny tests in SPSS 14. Results: The results showed that there was quality gap in all 5 dimensions of educational services. The largest and the smallest gaps were observed in "responsiveness" with a mean±SD of -0.94±0.74 and in "reliability" with a mean±SD of -0.76±0.69, respectively. There was a significant difference in quality gap between the 5 dimensions (p< 0.001). Discussion: According to the results, the students’ expectations were higher than their perceptions of current conditions; also, in all aspects of the services their expectations were not met. It is recommended that workshops on customer services, communication skills and personnel’s technical skills development should be planned and held. Also, allocating more resources for improving educational facilities and physical environment is recommended.
کلیدواژه‌های انگلیسی مقاله Quality, Gap, Education, Questionnaire, Student
نویسندگان مقاله مرضیه رحیم خانلی | marziyeh rahim khanli
research affairs office, health school, shiraz university of medical sciences, shiraz, iran

سازمان اصلی تایید شده: دانشگاه علوم پزشکی شیراز (Shiraz university of medical sciences)

هادی دانشمندی | hadi daneshmandi
ergonomics department, health school, shiraz university of medical sciences, shiraz, iran

سازمان اصلی تایید شده: دانشگاه علوم پزشکی شیراز (Shiraz university of medical sciences)

علیرضا چوبینه | alireza choobineh
health sciences research center, shiraz university of medical sciences, shiraz, iran

سازمان اصلی تایید شده: دانشگاه علوم پزشکی شیراز (Shiraz university of medical sciences)

نشانی اینترنتی http://jamp.sums.ac.ir/index.php/JAMP/article/view/114
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