Quality of Educational Services from ViewPoint's of Nursing and Midwifery Students of Guilan University Based on Servqual Model

Evaluating educational services quality is essential for improving quality and use of students viewpoint as customers of training process can help to improve the quality of education. SERVQUAL is a model that measure the quality by comparing expectations and perceptions of students'' views of recipients of services to identify gaps in services and to measure service quality are explored. This study aimed to determine the quality of educational services from point of view points of nursing and midwifery students of Guilan University of medical science based on Servqual model. In this cross sectional study، 336 Students from Rasht Nursing and Midwifery faculty was sampled on census method. The data collection tool was a questionnaire that evaluate the quality of education based on SERVQUAL gap analysis model. This tool compare students'' perceptions and expectations of the quality of education on five domain: reliability، responsibility، confidence، assurance، empathy and tangible physical. Validity and reliability of the tool was confirmed by content validity and Kronbach alph and test-retest respectively. To analyze the data، SPSS software، descriptive and inferential tests were used. The findings showed that between students'' perceptions and expectations about quality of educational services in every five dimensions of service reliability، accountability، and ensure trust، empathy and physical and tangible services، had gap، As highest level was responsibility domain (95. 5 ± 53. 2-) and the lowest was ensure and reliability (62. 5 ± 29. 0-). Students'' expectations about the quality of education was higher than their perceptions and quality of education base on servqual model was unsuitable. To improve the quality of education in all aspects particularly in responsibility domain should be planned.