بررسی شکاف کیفیت خدمات آموزشی در دانشجویان دانشکده بهداشت دانشگاه علوم پزشکی شهید بهشتی با استفاده از تکنیک سروکوال

Background and Objective: The importance of education and its role in achieving modern society goals is clear. Appropriate education and student satisfaction can lead to the development of a modern society.&nbsp; The Aims of this study was to evaluate the educational service quality gap among students of Shahid Beheshti University of Medical Sciences. Materials and Methods: This cross-sectional study was conducted in 2014. Statistical society was students of Shahid Beheshti University of Medical Sciences and a sample size of 246 students was selected randomly. Survey instrument was a SERVQUAL questionnaire of 27 questions. The Cronbach's alpha coefficient was 93% and the test - retest reliability was 86%. Data was analyzed through SPSS software and t‑test, t‑paired test and ANOVA. Results: The gap in quality of educational services in aspects of assurance, accountability, empathy, reliability and tangibility was -1.375, -1.640, -1.497, -1.332 and -1.994 which was statistically significant (p <0.001). The gap between the students' perceptions and expectations of quality of educational services was -1.570 which was statistically significant (p <0.001).Between perceptions and expectations of students and gender there was not a significant relationship (p> 0.05). The relationship between age of students and their perceptions of the quality of education was significant (p = 0.015). Conclusion: Due to the wide gap in the field of tangibility and accountability, it seems that policy makers' attention to these two areas will lead to improved quality of educational services.