The Quality Gap of Educational Services from the Point of View of Students in Hormozgan University of Medical Sciences

Background: Higher education is growing fast and every day it is more and more exposed to the globalization processes The quality of educational Services with emphasis on students satisfaction is a newly emerging field of concern Objective : This study was carried out to determine the quality gap of educational services based on students perceptions and expectations in Hormozgan University of Medical Sciences Methods: In this crosssectional study ۳۰۰ students were selected randomly and asked to fill out a questionnaire designed according to SERVQUAL method This questionnaire measures students perceptions and expectations in five dimensions of educational services including assurance responsiveness empathy reliability and tangibles Quality gap of educational services was determined by calculating the difference between students perceptions and expectations Results: According to the results there were negative quality gaps in all of the five dimensions The greatest gap (۱۱۴) was in responsiveness dimension followed respectively by empathy (۰۹۵) assurance (۰۸۹) tangibles (۰۸۴) and reliability (۰۷۱) There were significant differences among the means of quality gap in all of the five domains (p=۰۰۰۰۱) Conclusion: Negative quality gap of educational services indicates that students expectations are more than their perceptions and in none of the studied dimensions students perceptions have met their expectations Thus in planning for the improvement of educational services quality students expectations especially in the dimensions with higher negative gaps should be considered as priority

کلیدواژه ها:

Quality ، Educational services ، Student ، Medical Sciences University