GAP ACCORDING TO THE SERVQUAL MODEL BETWEEN THE EXPECTATIONS AND THE PERCEPTIONS OF THE STUDENTS WITH RESPECT TO THE EDUCATIONAL SERVICES IN THE NATIONAL UNIVERSITY OF CHIMBORAZO
Keywords:
Quality; Satisfaction; SERVQUAL Model.Abstract
Awareness of students’ opinions about the various aspects of training provided is an essential factor to evaluate the quality of education. The aim of this study was to determine the gap between the students’ expectations and perceptions from the educational services provided to them in the University National of Chimborazo. In this cross-sectional study, 320 students were selected by stratified random sampling method and data were collected by SERVQUAL question naire to examine the areas of assurance, responsiveness, empathy, tangibles and confidence. Data analysis was conducted by descriptive (frequency, percentage, mean±SD) and analytical (paired t-test, independent ttest and One-Way ANOVA) statistics in SPSS20. The mean scores of the students’ expectations and perceptions of the educational services delivered to them were 4.34±0.63 and 3.56±0.68, respectively, with a significant, negative gap (–0.77±0.77, p<0.001). The lowest gap of quality was derived for assurance (-0.65) followed by reliability (-0.69), accountability (-0.74), and empathy (0.81), and the greatest gap observed in tangibles (-0.96).A negative gap was observed between the students’ expectations and perceptions of the quality of educational services delivered to them. This means that the quality of services delivered to students was less than what they expected. The highest gap was related to the tangibles. In order to improve the educational services, paying attention to different areas of quality of educational services, especially, the tangibles, is necessary.
References
Abbasian M, Chaman R, Mousavi S, Amiri M, Taromsar MG, Maleki F, et al. Gap
analysis between students' perceptions and expectations of quality of educational
services using Servqual model. Qom Uni Med Sci J. 2013;7(2): 2-9.
Aghamolaei T, Eftekhaari TE, Rafati S, Kahnouji K, Ahangari S, Shahrzad ME, et
al.service quality assessment of a referral hospital in southern Iran with SERVQUAL
technique: patients' perspective. BMC Health Serv Res. 2014; 14:322.
Al Qahtani S. Students' knowledge of, and attitudes toward, mentoring: a case study at
the Master's Program in Health and Hospital Administration. Adv Med EducPract.
; 6:149-52.
Al-Momani MM. Gap Analysis between perceptions and expectations of medicalsurgical
patients in a public hospital in Saudi Arabia. Med PrincPract. 2016; 25(1):79-
Danaei SM, Mazareie E, Hosseininezhad S, Nili M. Evaluating the clinical quality of
departments as viewed by juniors and seniors of Shiraz dental school. J Educ Health
Promot. 2015; 4:75.
Fiedler R, Degenhardt M, Engstrom JL. Systematic preparation for teaching in a
nursing doctor of philosophy program. J Prof Nurs. 2015; 31(4):305-10.
Gorji H, Tabatabaei S, Akbari A, Sarkhosh S, Khorasan S. Using the service quality
gap's model (SERVQUAL) in Imam Khomeini teaching hospital: 2012. Journal of
Health Administration (JHA). 2013; 16(5):7-18.
Kebriaei A, Akbari F. Quality gap of educational services at Zahedan University of
Medical Sciences, Iran. Bangladesh Med Res Counc Bull. 2008; 34(3):76-80.
Lim PC, Tang NK. A study of patients’ expectations and satisfaction in Singapore
hospitals. Int J Health Care Qual Assur IncLeadersh Health Serv. 2000; 13(6– 7):290–
Mohammadnia M, Delgoshaei B, Tofighi S, Riahi L, Omrani A. Survey on nursing
service quality by SERVQUAL at Tehran social security organization hospitals.
Hospital. 2010; 8(3):68–73.
Mostafa MM. An empirical study of patients’ expectations and satisfactions in
Egyptian hospitals. Int J Health Care Qual Assur IncLeadersh Health Serv. 2005;
(7):516–32.
Mukhopadhyay DK. Students' perception of quality of medical education in a medical
college in west Bengal, India. Indian J Public Health. 2016; 60(1):4-9.
Nabilou B, Khorasani-Zavareh D. The bridge between real and ideal: students
perception on quality gap in reality and their educational expectations. Iran Red
Crescent Med J. 2014; 16(9):e14254
Nadi A, Shojaee J, Abedi G, Siamian H, Abedini E, Rostami F. Patients' expectations
and perceptions of service quality in the selected hospitals. Med Arch. 2016; 70(2):135-
Nekoei-Moghadam M, Amiresmaili M. Hospital services quality assessment hospitals of
Kerman University of Medical Sciences, as a tangible example of a developing country.
Int J Health Care Qual Assur. 2011; 24(1):57-66.
Petruzzellis L, D'Uggento AM, Romanazzi S. Student satisfaction and quality of service
in Italian universities. ManagServ Qual. 2006; 16(4):349-64.
Rahim Khanli M, Daneshmandi H, Choobineh A. The students' viewpoint on the
quality gap in educational services. J Adv Med Educ Prof. 2014; 2(3):114-19.
RanjbarEzzatabadi M, Bahrami MA, ZareAhmadabadi H, Nasiri S, Arab M, Hadizadeh
F, et al. Gap analysis between perceptions and expectations of service recipients
through Servqual approach in Yazd, Afshar Hospital. TolooeBehdasht. 2010; 9(2,
:75–86.
Reuterswärd M, Hylander I. Shared responsibility: school nurses' experience of
collaborating in school-based interprofessional teams. Scand J Caring Sci. 2016.
Rezaei S, Matin BK, Moradi K, Bijan B, Fallahi M, Shokati B, et al. Measurement of
Quality of Educational Hospital Services by the SERVQUAL Model: The Iranian
Patients' Perspective. Electronic Physician. 2016; 8(3):2101-06.
Sabahi-Bidgoli M, Mousavi SGA, Kebriaei A, Seyyedi SH, Shahri S, Atharizadeh M. The
quality of hospital services in Kashan educational hospitals during 2008-9: the
patients' viewpoint. KAUMS Journal (FEYZ). 2011; 15(2):146-52.
Shams A, Yarmohammadian MH, AbbarikHH.Determination of rate of customer focus
in educational programs at Isfahan University of Medical Sciences(1) based on
students' viewpoints. J Educ Health Promot. 2012; 1:24.
Snelgrove H, Familiari G, Gallo P, Gaudio E, Lenzi A, Ziparo V, et al. The challenge of
reform: 10 years of curricula change in Italian medical schools. Med Teach. 2009;
(12):1047-55.
Ujiie Y, Okada H. Factors affecting the use of complementary and alternative medicine
among Japanese university students. J Complement Integr Med. 2015; 12(1):89-94.
Yazdi NA, Ganjouyi FA, Pouyanfard A. Evaluation of the quality of educational services
in the physical education faculties of Islamic Azad universities from the viewpoint of
students. Eur J Exp Biol. 2013; 3(1):166–73.
Downloads
Published
How to Cite
Conference Proceedings Volume
Section
License
Copyright (c) 2020 René Basantes Avalos, Alexander Vinueza Jara, Jhonny Mauricio Coronel Sánchez, Eduardo Davalos Mayorga, Gloria Elizabeth Miño Cascante
This work is licensed under a Creative Commons Attribution 4.0 International License.
Usted es libre de:
- Compartir — copiar y redistribuir el material en cualquier medio o formato
- Adaptar — remezclar, transformar y construir a partir del material para cualquier propósito, incluso comercialmente.
Bajo los siguientes términos:
- Atribución — Usted debe dar crédito de manera adecuada, brindar un enlace a la licencia, e indicar si se han realizado cambios. Puede hacerlo en cualquier forma razonable, pero no de forma tal que sugiera que usted o su uso tienen el apoyo de la licenciante.
- No hay restricciones adicionales — No puede aplicar términos legales ni medidas tecnológicas que restrinjan legalmente a otras a hacer cualquier uso permitido por la licencia.
