Quality Evaluation of Educational Services Gap in Neyshabur Faculty of Medical Sciences Based on Service Quality Scale

Gholami, Ali; Gazerani, Akram; Behfar, Keyvan; Asghari, Amin; Mohammadzadeh, H; Samadi, Atena; Foroozanfar, Zohre

doi:10.17795/semj21869

Cited by 9 publications

(12 citation statements)

References 6 publications

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“…Therefore, it appears that educational services in all aspects need to be reviewed and reformed. Similar studies in other Iranian medical universities so far have reported a negative gap in all dimensions (2)(3)(4)(5)(6)(7)(8)(9)(10)(11)(12)(13)(14)(15)(16)(17)(18)(19)(20)(21). In a metaanalysis review conducted in 2019 using the SERVQUAL assessment model for the student satisfaction in Iranian medical universities, there was a negative gap in all five dimensions.…”

Section: Discussionsupporting

confidence: 78%

“…By defining the gap in quality of services, programs can be developed for promoting the quality of education (2). The results of several studies conducted among the Iranian medical students showed that there is a gap in all five dimensions of quality of educational services (2)(3)(4)(5)(6)(7)(8)(9)(10)(11)(12)(13)(14)(15)(16)(17)(18)(19)(20)(21). Similar studies carried out among some universities outside Iran have also reported a gap in all dimensions (22)(23)(24)(25)(26)(27).…”

Section: Introductionmentioning

confidence: 99%

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Quality of Educational Services for Medical Students in Ahvaz Jundishapur University of Medical Sciences Based on SERVQUAL’s Evaluation Model

et al. 2019

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Background: Being aware of the quality of educational services offered by universities can be a basis for planning, policy making and improving the quality of their educational services. Objectives: Hence, this research aims to evaluate the quality of educational services of the medical students in Iran. Methods: This descriptive cross-sectional study was carried out among the medical students, selected by simple random sampling. A total of 252 students completed questionnaires. The data collection tool was the standard questionnaire of SERVQUAL. Data were analyzed in SPSS software version 24 using descriptive and inferential statistics. Results: There was a negative gap between the students' expectations and perceptions of educational services (gap between the current status and the desirable situation) in each of the five dimensions of the quality of educational services (from maximum score of 5). The scores of gap for each dimension out of a maximum of 5 are as follows: accountability (-1.46), tangibility (-1.34), empathy (-1.25), reliability (-1.14) and assurance (-1.12). There was a meaningful relationship between the educational service gap and variables of gender, academic year, satisfaction with the field of study and university (P < 0.05). Conclusions:The present study revealed a negative gap in all five dimensions of quality of educational services. With planning, proper allocation of resources and actions such as holding workshops for the employees and faculty members, these gaps can be minimized. To this end, first, we must pay attention to the dimensions with the highest quality gaps; attention to one dimension can affect other dimensions.

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Section: Discussionsupporting

confidence: 78%

Section: Introductionmentioning

confidence: 99%

Quality of Educational Services for Medical Students in Ahvaz Jundishapur University of Medical Sciences Based on SERVQUAL’s Evaluation Model

et al. 2019

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“…Previous studies found the largest gaps in responsibility (22,23) and reliability (24,25). In contrast, some studies found the smallest gap in responsibility (26) and reliability (27). This dissimilarity can be caused by those different characteristics of patients, different facilities of health organizations, and the diverse nature of services.…”

Section: Discussionmentioning

confidence: 92%

Evaluation of Service Quality From the Patients’ Viewpoint in the Oncology Setting of a University Hospital in Iran

et al. 2020

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Background: Hospitals are one of the most important units in providing healthcare services. The assessment of the quality of provided services is essential in these settings. Patient satisfaction is one of the key indicators of service quality in healthcare organizations. Objectives: This study aimed at investigating the gap between the perceptions and expectations of service recipients in Shohada-e-Tajrish Hospital (Tehran, Iran), using the SERVQUAL model in 2020. Methods: This cross-sectional study was conducted on patients with cancer, who were upon discharge from Shohada-e-Tajrish Hospital. Patients (> 18 years) with a cancer diagnosis, who were being discharged from the oncology ward of the hospital, were included in this study. The sample size was estimated at 118. The required information was collected, using the modified SERVQUAL questionnaire. Statistical analyses were performed in SPSS version 20, using a paired t test and one-sample t-test. Results: The results showed that the quality of the provided services from the patients’ perspective was significantly lower than their expectations. The mean gap between the expectations and perceptions of patients was significantly above zero (P < 0.001). The most influential factor in improving patient satisfaction with the quality of services was assurance, followed by reliability, while the least effective factor was empathy. The correlation coefficient between the general status of provided services from the patients’ point of view and loyalty was 0.740 (P < 0.001). Conclusions: The findings of the present study indicated that patient expectations were higher than their satisfaction. Therefore, hospital authorities should take major steps to improve the quality of services, especially reliability and responsiveness, through proper planning, prioritization of services, and review of processes contributing to patient expectations. The existing gaps can also be addressed by considering the perspectives of patients as the clients of healthcare organizations.

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“…In the observable and consistent dimensions, respectively, the largest and least negative quality gap means were found. There were substantial differences between beliefs and expectations of students in all dimensions represented by SERVQUAL [6].…”

Section: Discussionmentioning

confidence: 89%

“…In addition, because of its essential role in educating the community, medical education is of paramount importance today, requiring it to be continuously reviewed and remedied to address its shortcomings [5]. Because resource scarcity has always been a major obstacle to the implementation of quality programs, service quality assessment enables management to better allocate the limited financial resources available to better manage the organization while preventing quality loss [6]. Improve in areas that have the greatest impact on customer perception and expectation of service quality [7].…”

Section: Introductionmentioning

confidence: 99%

Evaluation of the quality of educational services of Yazd Shahid Sadoughi University of Medical Sciences from the perspective of medical interns

Ayatollahi¹,

Mina²,

Shahcheraghi³

2020

Chinese J Med Res

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The higher education system has important responsibilities in the development of economic, social, political, cultural and educational communities. Service quality assessment is one of the key steps in formulating quality improvement plans. The purpose of this study was to evaluate and determine the quality of educational services of Yazd Shahid Sadoughi University of Medical Sciences. This cross-sectional study was performed on medical students admitted to internship at Shahid Sadoughi University of Medical Sciences, Yazd, Iran, in 2019. The sample size was census and simple sampling of all medical students in internet. The items that were incomplete questionnaires were excluded. Anova test was used to analyze the quality of education services on average. The highest mean score in the expected status section was in the guarantee section (0.6 ± 6.4) and the lowest score was in the accountability section (0.9 ± 6.1). In the perceived status section, the highest score belonged to reliability (1.1 ± 3.8) and the lowest score to empathy (1.3± 2.9). Paired t-test results were also significant in all dimensions of quality of educational services between the status perceived and expected status. In all five dimensions, there is a gap in the quality of educational services and it is not desirable in terms of educational services. The scientific level of the professors and their specialized knowledge is of high quality for the students 'education, but the low average in the empathy dimension indicates that more attention should be paid to medical students' opinions and suggestions on educational issues.

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Quality Evaluation of Educational Services Gap in Neyshabur Faculty of Medical Sciences Based on Service Quality Scale

Cited by 9 publications

References 6 publications

Quality of Educational Services for Medical Students in Ahvaz Jundishapur University of Medical Sciences Based on SERVQUAL’s Evaluation Model

Quality of Educational Services for Medical Students in Ahvaz Jundishapur University of Medical Sciences Based on SERVQUAL’s Evaluation Model

Evaluation of Service Quality From the Patients’ Viewpoint in the Oncology Setting of a University Hospital in Iran

Evaluation of the quality of educational services of Yazd Shahid Sadoughi University of Medical Sciences from the perspective of medical interns

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