Online from: 2000
Subject Area: Managing Quality
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|Title:||Assessing quality gap of university services|
|Author(s):||Khodayar Abili, (Faculty of Psychology and Educational Management, University of Tehran, Tehran, Iran), Fatemeh Narenji Thani, (University of Tehran, Tehran, Iran), Faranak Mokhtarian, (National Organization for Educational Testing (NOET), Tehran, Iran), Mohammad Mehdi Rashidi, (Management and HR Center, Institute for International Energy Studies, Tehran, Iran)|
|Citation:||Khodayar Abili, Fatemeh Narenji Thani, Faranak Mokhtarian, Mohammad Mehdi Rashidi, (2011) "Assessing quality gap of university services", Asian Journal on Quality, Vol. 12 Iss: 2, pp.167 - 175|
|Keywords:||Higher education, Iran, Quality gap, Service quality, SERVQUAL, University services|
|Article type:||Research paper|
|DOI:||10.1108/15982681111158724 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
Purpose – The purpose of this paper is to determine the quality gap of university services in the behavioral science faculties of the University of Tehran (Iran).
Design/methodology/approach – In the current research, 300 students of five behavioral science faculties – Psychology and Educational Science, Social Science, Economics, Physical Education and Sport Science, Management, Entrepreneurship – in the University of Tehran (Iran), were chosen randomly and completed the SERVQUAL questionnaire. This questionnaire consists of two parts regarding customer's perceptions and expectations about the quality of service. SERVQUAL questionnaire measures the five aspects of service which include assurance, responsiveness, empathy, reliability and tangibles. Therefore, the quality gap of the services of behavioral science faculties was determined according to differences between the students' perceptions and expectations. In order to analyze research data, descriptive statistics,
Findings – The results demonstrated that in three of the five SERVQUAL dimensions (tangibles, reliability, and empathy), there was a negative quality gap (
Research limitations/implications – The current research was conducted among behavioral science faculties of the University of Tehran, so the results are limited to these faculties, not to the whole university.
Originality/value – There are limited researches that consider service quality in Iranian higher education. However, for the first time, the service quality of behavioral science faculties of the University of Tehran was measured by the SERVQUAL in this research.
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