Evaluation of Educations Services Quality for Healthcare Services Management Students of Tabriz University Of Medical Sciences Based on SERVQUAL Model

Abstract

namic system is basis of harmonious and balanced grouth of both quantitative and qualitative dimensions. Service quality assessment is a basic step in quality improvement planning. so student’s satisfaction is an indicator of satisfying student expectations of education process. Service quality gap is the gap be-tween perceptions and expectations of service providing. Essential step in ex-amining gaps, identifying perceptions and expectations of customers is the quality of provided services. So, The aim of this study was evaluation of educa-tions services quality for healthcare services management students of Tabriz University Of Medical Sciences based on SERVQUAL Model. Methods: This descriptive cross sectional study was carried out at the school of management and medical informatics in Tabriz university of medical scienc-es in 2016 . The population of study consisted of all students studying at differ-ent levels of health services management field (n= 98 ) ; sampling was using available students. SERVQUAL questionnaire which contains two parts: the personal dimention and the five dimensions of service quality, was used for da-ta collection. Data analyzing was done using SPSS 23 and descriptive statistics , Kolmogorov-Smirnov test and t-test. Results: there was a quality gap in all dimensions of educational services. The highest quality gap was related to assurance (-1.05 ),and the lowest quality gap was related to tangibles (-0.34 ). There was a statistically significant relation-ship between expectation and grade of students (p≥0.05 ) . Conclusion: Students' expectations were more than their perception of current situation and in none of the aspects of the service, their expectations are not met. in order to reduse these gaps, The dimensions that have the greatest gap take in priority. As well as workshops were held about providing educational 122 services to students and communicating with them. Also, new training meth-ods cources were held for teachers . Key words: education’s quality ,SERQUAL model , quality gap