Lived experiences of management intern nursing students in the clinical settings of the quality of educational services using the SERVQUAL model: A descriptive phenomenology study

Abstract

SERVQUAL model is a popular remarkable tool for assessing the quality of educational services. The main of this research is exploring lived Experiences of Management Intern Nursing Students in the Clinical Settings of the Quality of Educational Services Using the SERVQUAL Model. Methods: This is a qualitative study was conducted by using a phenomenological approach. The study population consisted of the 8th semester nursing students spending management internships in the wards of teaching hospitals of Zabol and Zahedan located in southeastern Iran. The study participants were selected by using both the convenience sampling and the purposeful sampling. The participants were 22 eligible students. Interviews were conducted in a secluded and open environment for collected data. Results: The analysis results of the interviews can be divided into five main themes and 15 subthemes. Main themes are Conflict over physical resources, the inadequacy of facilities and equipment, Lack of coordination among employees, Challenges of responsiveness in the ward, Conflict in confidence, Double empathy. Conclusion: It is therefore recommended that research to be conducted in several teaching hospitals with different facilities at the same time in order to generalize the results.