Evaluation of Educational Service Quality in Postgraduate Programs at Islamic Azad University, Ardabil Branch, on the basis of SERVQUAL Model

This descriptive survey was purposed to study the present and desirable quality of educational services in master level programs at Islamic Azad University، Ardebil branch، based on SERVQUAL. The population included university M. A students (n=1794) educating at the second term in 1389-90 academic year. The study sample was selected through stratified random sampling (n=240). A researcher-made Likert type questionnaire was utilized in order to collect data in two phases. Its validity was established through content analysis by a panel of experts. Further، its reliabilities، the present quality and desirable quality، assessed using Cronbach’s alpha، were 0/931 and 0/868 respectively. Data analysis involved descriptive statistics، t-test، and ANOVA. In general، results of this research indicated that there was a significant difference between present and desirable situation of educational service quality. However، there was no significant difference in educational service quality based on age، sex، discipline، and employment situation variables.