Quality gap of educational services in viewpoints of students in Hormozgan University of medical sciences

Aghamolaei, Teamur; Zare, Shahram

doi:10.1186/1472-6920-8-34

Cited by 49 publications

(61 citation statements)

References 15 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…In this study the greatest negative gap between items was observed in item 25 (Visual appealing and comfort of physical facilities) and item 24 has the least negative gap (-0.11) that shows faculty members and staff have partly arranged and professional appearance. Also Kebriaei (6) and Aghamolaei (7) observed that item 25 has the greatest negative gap between all items. Aghamolaei (7) observed that item 24 have the least negative gap between all the items, but in Kebriaei (6) study, item 20 has the least negative gap.…”

Section: Discussionmentioning

confidence: 98%

“…Also Kebriaei (6) and Aghamolaei (7) observed that item 25 has the greatest negative gap between all items. Aghamolaei (7) observed that item 24 have the least negative gap between all the items, but in Kebriaei (6) study, item 20 has the least negative gap.…”

Section: Discussionmentioning

confidence: 98%

“…However, where Q is positive, students' expectations are lower than their perceptions. This questionnaire was filed by students at Zahedan and Hormozgan Universities of Medical Sciences (Iran) by Kebriaei and Aghamolaei (6,7). The content validity and reliability was determined by Kebriaei (6).…”

Section: Procedures and Study Instrumentmentioning

confidence: 99%

See 2 more Smart Citations

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

et al. 2014

View full text Add to dashboard Cite

Background:Recognition of views and expectations of students is an important issue to improve the quality of educational services in the universities. Objectives: The aim of this study was to evaluatethe quality gap of educational services by using Service Quality (SERVQUAL) instrument in Neyshabur Faculty of Medical Sciences in viewpoints of students. Materials and Methods:In this cross-sectional study, data were collected using SERVQUAL instrument which comprisedof two questionnaires (perception and expectation) and each of them comprised 27 items based on the Likert scale. This questionnaire evaluatedfive dimensions of service: assurance, responsiveness, empathy, reliability and tangible Questionnaires were distributed between 199 students study at Neyshabur Faculty of Medical Sciences and 198 were returned (response rate = 99.5%); one questionnaire was excluded because it was notreturned. Quality gap of educational services was determined based on differences between students' perceptions and expectations. Data were analyzed using SPSS16 software. Results: The mean age of the students was 20.38±1.92 years; 65.7 % were female and 34.3% were male. There was a negative quality gap in each of the five SERVQUAL dimensions. The overall mean of quality gap was -1.31. The greatest and the least negative quality gap means were observed in the tangible (-1.62) and reliability (-1.02) dimensions, respectively. There were significant differences between perceptions and expectations of students in all dimensions represented by SERVQUAL (P < 0.05). Conclusions:The results of this study showed that there is a notable gap between students' expectations and what they have actually received of educational services. Thus, improvements are required in all dimensions of educational services quality.

show abstract

Section: Discussionmentioning

confidence: 98%

Section: Discussionmentioning

confidence: 98%

See 1 more Smart Citation

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

et al. 2014

View full text Add to dashboard Cite

show abstract

“…Parasuraman, Zeithaml and Berry simplified the gaps model to develop a service qualities scale with five dimensions in 1988, and in 1991 they reworded the negative valence questions into positivevalence questions to make the final version of the ServQual scale [1] . The ServQual questionnaire tool has been widely applied to measure performance in the service industries, including medical services at hospitals worldwide [1][2][3][4][5][6][7][8][9][10][11][12]. The ServQual tool asks for respondents perceptions of service quality with multiple questions under five headings (dimensions) as follows: (1) Tangibility-things perceived by the five human senses; (2) Reliability-consistent performance, free of non-compliance; (3) Responsiveness-prompt and efficient voluntary response to requirements; (4) Assurance-ability of employees to convey trust; (5) Empathy-provision of sensitive individualized care by the organization [10] .…”

Section: Introductionmentioning

confidence: 99%

Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale

Lowrie

Huang³

et al. 2015

Asian Pacific Journal of Tropical Biomedicine

View full text Add to dashboard Cite

A B S T R A C TObjective: To investigate patients' perception of service quality at hospitals in nine Chinese cities and propose some measures for improvement. Methods: The ServQual scale method was used in a survey involving patients at outpatient and in-patient facilities in Shanghai, Chongqing, Chengdu, Nanning, Guilin and Laibin of Guangxi, Honghezhou of Yunnan, Wulumuqi of Xinjiang and Zhongshan of Guangdong. The data collected were entered and analyzed using SPSS 20.0. Statistical analyses included descriptive statistics, factor analyses, reliability analyses, productmoment correlations, independent-sample t-tests, One-way ANOVA and regression analyses. Results: The Kaiser-Meyer-Olkin value for the factor analysis of the scale was 0.979.The Cronbach's a for the reliability analysis was 0.978. All the Pearson correlation coefficients were positive and statistically significant. Visitors to out-patient facilities reported more positive perception than visitors to in-patient facilities on tangibles (t = 4.168, P < 0.001) and reliability (t = 1.979, P < 0.05). Patients of 60 years of age and above reported more positive perception than those between 40 and 49 on reliability (F = 3.311, P = 0.010), assurances (F = 2.751, P < 0.05) and empathy (F = 4.009, P = 0.003). For the five dimensions of the scale, patients in Laibin, Guangxi reported the most positive perceived service quality, followed by patients in Shanghai. On the other hand, patients in Chongqing and Nanning and Guilin of Guangxi reported relatively poor journal homepage: www.elsevier.com/locate/apjtb Asian Pac J Trop Biomed 2015; 5(6): 497-504 497 2221-1691/Copyright © 2015 Hainan Medical University. Production and hosting by Elsevier (Singapore) Pte Ltd. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).perceptions of service quality. Standardized regression coefficients showed statistically significant (P < 0.001) positive values for all ServQual dimensions. Empathy (b = 0.267) and reliability (b = 0.239) most strongly predicted perception of service quality. Conclusions: Chinese patients perceived service quality as satisfactory. Hospitals in various regions of China should enhance their awareness and ability to serve their patients.

show abstract

“…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%

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

et al. 2019

View full text Add to dashboard Cite

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.

show abstract

Quality gap of educational services in viewpoints of students in Hormozgan University of medical sciences

Cited by 49 publications

References 15 publications

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

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

Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale

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

Contact Info

Product

Resources

About