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Paper Information

Journal:   JOURNAL OF RESEARCH AND PLANNING IN HIGHER EDUCATION   FALL 2011 , Volume 17 , Number 3 (61); Page(s) 135 To 151.
 
Paper: 

EVALUATION OF THE QUALITY OF EDUCATION SERVICES OF PAYAM NOOR UNIVERSITY OF HAMEDAN BASED ON THE SERVQUAL MODEL

 
 
Author(s):  ENAYATI NOVINFAR ALI*, UOSEFI MAJID, SIYAMI LEILA, JAVAHERI DANESHMAND MOHAMMAD
 
* TEHRAN UNIVERSITY, TEHRAN, IRAN
 
Abstract: 
The main purpose of this research was to evaluate the quality of educational services of the training center of Payam Noor University of Hamedan. By using the SETVQUAL model, the research data on the quality of educational services in two aspects of perception and expectation were collected from 300 randomly-selected students of Payam Noor University of Hamedan. Data collection was conducted through a questionnaire that had been developed by the researcher using five factors extracted from factor analysis. Analysis of obtained data shows that students, perceptions of the quality of education services are at low level and with high levels of expectations, and also perception and expectation gap mean of students of the quality of model is negative and significant in the educational services in all aspects of SERVQUAL t-test with a level of 0.05. The highest gap has been found in the empathy aspect (-2.806) and then, there were aspects of confidence (-2.437), guarantee (-2.32), tangibles (-2.217). The lowest gap was found in accountability aspect (-2.072). In fact, results reveals that students are not satisfied with the quality of educational services of above – mentioned university and these services do not grant the expectations of the students.
 
Keyword(s): QUALITY, SERVICE QUALITY, EVALUATION, HIGHER EDUCATION STUDENTS, UNIVERSITY OF TEHRAN
 
References: 
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