Quality Of Educational Services in A Type One Medical Sciences University Based On Servqual Model From The Perspective of Faculty Members

Abstract

Introduction : Most studies that examine the difference between expectation and perceptions in educational systems evaluate this gap from the perspective of service recipients. However, the opinion of service providers (faculty members) should not be ignored because it can be provide the opportunity to design reformations in order to increase educational service quality. The aim of this study was to evaluate the educational service quality from the perspective of faculty memebers of Mashhad Unievrsit of Medical Sciences in 2018. Methods : This cross-sectional study was performed on 178 faculty members at different levels using a questionnaire to evaluate the quality of educational services based on the SERVQUAL model. The validity and reliability of this questionnaire has been proven in previous studies. Participants were selected by available sampling method and experessed their opinions in five dimensions of service quality, including confidence, assurance, accountability, empathy and physical in the two areas of present and desired status (Likert scale 1 to 4 ). SPSS version 26 was used for statistical analysis. Results : From the perspective of faculty members, there was a statistically significant difference between the present and the desired status in all five dimensions. Overall, the highest gap was in the accountability dimension (-0.59±0.50) and the lowest gap was in the confidence dimension (-0.21±0.56). The lowest reported gap was reported by associate professors (-0.25±0.29) and the highest gap was reported by professors (-0.52±0.39). Conclusion : From the faculty members' point of view, the quality of educational services is lower than expected, although this negative gap is not large. To make up for this small gap, it is advisable to review the statements made by faculty members in this report. This study can lead to the development of strategies to improve the quality of university education.