The Assessment of Educational Services Quality of Engineering Faculty of Tehran University form the Viewpoint of Students Based on Servqual Model

The main purpose of this research is assessment of educational services quality of Engineering Faculty of Tehran University form the students’ viewpoint based on Servqual model. The method of sampling is proportional stratified sampling containing 197 students (134 boys and 63 girls). For collecting research data, researcher-developed questionnaires were used. In order to analyze data, the single sample t test and paired t and independent t method were used. The results showed that students’ perception and expectation of educational service quality in all aspects is more than average, and there was a significant difference between students’ perception and expectation of Educational Services quality. Survey of differences between students’ perceptions of educational service quality in terms of gender showed that there is no difference between boys and girls except in ensuring aspect, but in other aspects, differences are observed between groups. However, the survey of differences between male and female students’ expectations of service quality showed that there is no difference between groups in the five dimensions of Servqual.