Viewpoints of students towards educational services quality presented by [expectations and perceptions] Rafsanjan University of Medical Sciences [2008-2009]

ABSTRACT

The first basic step in planning any quality improvement programs is to determine the educational services quality followed by presenting effective strategies to overcome or reduce the possible gaps in access to standard quality education. This study was conducted to aim of evaluation of the students' viewpoints regarding educational services quality presented by Rafsanjan University of Medical Sciences. This descriptive - sectional study was performed on 310 students studying at the Rafsanjan University of Medical Sciences in the second semester of academic year 2008-2009. The participants were rendomly seclected and the data was collected using a valid and reliable questionaire based on the SERVQUAL [science quality] insterument. The results were then analyzed, in relation to the five service quality [SERVQUAL] dimensions [tangibles; reliability, responsiveness, assurance, and empathy], by t-test and ANOVA using SPSS softwere. The average service quality gap scores was defined as the difference between the average perceptions score and expectations score. Results indicated that the average service quality gap was -1.52 +/- 0.9. The maximum quality gap scores was observed in the faculties of medicine and dentistery respectively [-1.88 +/- 0.8, -2.01 +/- 0.9] and the minimum value was found in the faculty of para medicine [-1.2 +/- 0.7]. The results also showed that there are significant differences among the gap scores of five dimensions. The empathy and reliability dimensions had the minimum gap scores [-1.40 +/- 1] and the tangibles dimension had the maximum value [-1.8 +/- 1.2]. Based on our results, from viewpoints of students, the educational services quality is under the acceptable level. For changing this situation, many actions and measures should be taken including; offering training courses or workshops for academic members and staff, modifying the educational technology, and refurbishing the educational building and campus