Determinants of Educational Service Quality in Shiraz University of Medical Sciences using Servqual and Kano Models
IntroductionThe quality of education sector is worth considering as this system has a significant effect on the economic growth of the country. This study aimed to determine the quality gap and rank the student’s expectation of educational services provided in Shiraz University of Medical Sciences in 2013.
MethodThis research included two cross-sectional phases. The sample size of both phases included 220 students selected using multistage sampling. Servqual questionnaire was used in the first study which was designed to find the quality gap of the education system’s services. The data were entered into the SPSS statistical software and analyzed using descriptive statistics and Paired-Sample T-Test. Kano’s two-dimensional questionnaire was used in the second phase. Each indicator of quality which had a negative gap at a significance level of 5% in the first study was introduced to Kano’s two-dimensional questionnaire. Finally, better value and worse value formulas were used to analyze the data obtained in this step.
ResultsThe results revealed that all quality items had a significance negative gap which were recognized as the voice of customers (P<0.05). Frequency analysis was done to determine the frequency of repetition. Accordingly, 11 out of the 30 requirements were identified as must be requirements and 19 as one-dimensional requirements.
ConclusionThis study can help the authorities prioritize their policies, strategies and decisions in order to improve and guarantee the higher education quality and extremity obtains customer satisfaction.
Journal of Health Management and Informatics, Volume:2 Issue: 3, Jul 2015
74 to 81
دانلود و مطالعه متن این مقاله با یکی از روشهای زیر امکان پذیر است:
با عضویت و پرداخت آنلاین حق اشتراک یکساله به مبلغ 990,000ريال میتوانید 70 عنوان مطلب دانلود کنید!
به کتابخانه دانشگاه یا محل کار خود پیشنهاد کنید تا اشتراک سازمانی این پایگاه را برای دسترسی نامحدود همه کاربران به متن مطالب تهیه نمایند!
- حق عضویت دریافتی صرف حمایت از نشریات عضو و نگهداری، تکمیل و توسعه مگیران میشود.
- پرداخت حق اشتراک و دانلود مقالات اجازه بازنشر آن در سایر رسانههای چاپی و دیجیتال را به کاربر نمیدهد.
In order to view content subscription is required