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Paper Information

Journal:   PEYKE NOOR JOURNAL   FALL 2005 , Volume 3 , Number 3 (MANAGEMENT); Page(s) 79 To 100.
 
Paper: 

DESIGNING EDUCATIONAL SERVICES OF QUALITY MANAGEMENT MODEL IN PAYAME NOOR UNIVERSITY

 
 
Author(s):  AHMADI S.A.A., GHELICHLI B.
 
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Abstract: 

Paying attention to overall quality of service giving institutes and especially universities is not only important, but also is vital. Hence, Payame Noor University should be constantly assessing the quality level of the educational services it provides through the distribution of questionnaire among its costumers (i.e. its students).
The periodical service quality assessment could have an effective role in defining the level of the services provided by the service giving institutes, especially the universities, and could have a major role in improving the quality of these services.
In this research article, use has been made of a global credible model by the name of “service quality indicator” or “SERVQUAL” to assess the level of educational services quality from the students’ viewpoints. This model was first designed by Parasoramen and his colleagues in 1988 and has been used by many service giving institutes all over the world ever since.
The current research falls into the category of descriptive research and, with regard to method of data gathering, is considered to be a survey research.
The aforementioned model after being adapted to include the following criteria has been used to analyze the viewpoints of the bachelor students from a number of selected centers in district No.10. These criteria are as follows:
1) Validity and reliability
2) Responsiveness
3) Empathy
4) Assurance
5) formal (Tangible) factors.
The Alpha method of Cruenbach was deployed to calculate the reliability coefficients of the indices under investigation in this survey, which yielded the result of 86.5%, indicating the reliability of the questionnaire. In addition, in order to further promote the validity of the questionnaire, with regard to the quality assessment indices in Payame Noor university distant education services, a number of experts have been consulted in this field. The set of the concluded results is an indication to the validity of the questions presented in the questionnaire.
In the end, through statistical analysis, a set of suggestions for promoting the quality of educational services has been presented.

 
Keyword(s): SERVICES QUALITY, OVERALL QUALITY, MANAGEMENT, VALIDITY, RELIABILITY, RESPONSIVENESS, ASSURANCE, TANGIBILITY
 
References: 
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