Evaluation of Educational Services Quality at the College of Education in University of Garmian Based on SERVQUAL Model

Introduction: For developing a system of higher education It is necessary to improve the educational services quality. Evaluation of educational service quality from the students’ view is One of the important steps for improving the services quality. Considering the importance of educational services quality this study aimed to evaluate the quality of educational services from the viewpoints of studentsin college of education-university of Garmian based on SERVQUAL model. Methods: This study was a descriptive cross sectional study and carried out at the college of education- University of Garmianin in academic year 2016-2017. The population consisted of all students studying at different department in college of education(N=1918) Sample consist of 148 students selected randomly by use of Moragan table’s and regarding the limitations of research. For collecting data the standard SERVQUALquestionnaire including two parts of demographic information and the five dimensions of service quality was used. The collected data were analyzed using descriptive statistics tests t-test and one-way ANOVA. Results: Findings showed that there was a negative gap in Reliability, Responsiveness and Assurance dimentions. Also there is a positive gap in Tangibles and Empathy dimentions. Result showed that there was no significant difference according to gender or year of study. Conclusion: according to research results and given the negative gaps in some dimensions of educational services quality, it is recommended that some actions such as providing training workshops for faculty members, consultants and staff should be taken and student-centered view should be takeninto account in educational planning.

Keywords:

Quality , Education , college of edication , Students , SERVQUAL Model