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

Baharvand, Parastoo; Malekshahi, Farideh

doi:10.22087/ijac.2023.487675.1030

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

Document Type : Research

Authors

Parastoo Baharvand ¹

Farideh Malekshahi ²

¹ 2Associate Professor, Department of Social Medicine, School of Medicine, Lorestan University of Medical Sciences, Khorramabad, Iran

² Associate Professor, Razi Herbal Medicines Research Center, School of Medicine, Lorestan University of Medical Sciences, Khorramabad, Iran

10.22087/ijac.2023.487675.1030

Abstract

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 642 students during the 2018-2019 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 84.59±21.76 and 118.02±17.36, respectively, indicating a negative quality gap (-33.43) 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.

Keywords

Service quality Understanding

current situation

desired situation

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