Quality Assessment of Educational Services in Nursing and Midwifery School of Kerman Based on SERVQUAL Model

Abstract

Introduction: One of the most important factors in the success and survival of the higher education system is attention to the quality of provided services. Therefore, the aim of this study was to evaluate the quality of educational services in the Razi faculty of nursing and midwifery of Kerman based on SERVQUAL model in 2014. Methods: In this descriptive-analytical study, 150 students of the faculty of nursing and midwifery were selected by simple random sampling method. The data collection tool was SERVQUAL standard questionnaire which included three parts of demographic information and 28 pairs of items measuring current and desired status of service quality. The mean difference between the current and desired status was calculated as service gap. The collected data were analyzed using descriptive and inferential statistics (paired t-test, independent t-test, Kruskal-Wallis, and ANOVA). Results: The results showed that a negative gap existed in all dimensions of the service quality with the maximum gap being in the physical and accountability dimensions (-1.7) and the minimum gap in the reliability dimension (-0.6). There was no statistically significant difference between the gap in quality of educational services in the five dimensions and gender and educational level this difference was only significant between the gap in quality of educational services in the five dimensions and field of study (p< 0.05). Conclusion: Given the negative gaps in the five dimensions of service quality and greater gaps in physical and accountability dimensions, it is recommended that resources be allocated by appropriate planning and prioritization and also training courses be offered for staff and faculty members about effective methods of presenting educational services and effective communication with students