Assessing Student Satisfaction with Educational Services at Lorestan University of Medical Sciences in Iran through the SERVQUAL Model

This cross-sectional study aimed to assess student satisfaction with the educational services provided by the Lorestan University of Medical Sciences in Iran. The study encompassed ۶۴۲ students during the ۲۰۱۸-۲۰۱۹ academic year. A standard SERVQUAL questionnaire, translated into Persian, was employed to evaluate the quality of educational services based on students’ perceptions and expectations. The data collected were analyzed using SPSS software. The mean overall scores for students’ perceptions and expectations were ۸۴.۵۹±۲۱.۷۶ and ۱۱۸.۰۲±۱۷.۳۶, respectively, indicating a negative quality gap (-۳۳.۴۳) across all dimensions except for responsiveness. No significant differences in expectations were observed based on sex or faculty. However, a significant gender difference was noted in the empathy dimension of perceptions, and a significant faculty difference was found in the tangibility dimension. The findings suggest that enhancing assurance, reliability, empathy, and tangibility could improve educational services and student satisfaction at Lorestan University of Medical Sciences in Iran.

کلیدواژه ها:

Service quality Understanding ، current situation ، desired situation