Evaluation of the quality of educational services of tabriz university of medical sciences based on SERVQUAL model

Abstract

Introduction: Students in the medical field are the future authorities of the health systems in every community. In this context, the quality and efficacy of each health system is directly related to the quality of education the students in the medical field receive. In this study, we evaluated the quality of educational services by determining the gaps between students' expectations and perceptions in Tabriz University of Medical Sciences in relation to the quality of educational services. Materials and methods: In this descriptive/analytical and cross-sectional study, the students studying in Tabriz University of Medical Sciences in 2016, who had studied for at least four semesters, were evaluated. Data were collected with the use of a two-part questionnaire. The first part consisted of questions on the demographic data of the subjects and the second part consisted of 26 questions on students' perceptions and 26 questions on their expectations in relation to the quality of educational services. Data were analyzed with descriptive and chi-squared test using Statistical Package for the Social Sciences version 21. Results: The results showed that the mean scores of the students' expectations and perceptions of the educational quality were 4.5 آ± 0.33 and 2.9 آ± 0.7 respectively, with a mean gap of ?1.5 آ± 0.7. Conclusion: The results of this study showed negative gaps in all the aspects of educational quality. Clinical Significance: This study has no clinical significance because it is a descriptive study about quality of educational service. é 2017, Jaypee Brothers Medical Publishers (P) Ltd. All rights reserved.