Evaluation of education service quality gap in faculty of health students in shahid beheshti University of Medical Sciences: by using of SERVEQUAL techniques

The importance of education and its role in society, it is clear. Appropriate education and student satisfaction lead to the development of the society. The Aims of this study was to evaluate the service quality gap in education of students of Shahid Beheshti University of Medical Sciences. Cross-sectional study was conducted in 2014. Statistical Society was students of Shahid Beheshti University of Medical Sciences. Using the formula for the sample size of 246 students was examined by random sampling. Survey instrument was a SERVQUAL questionnaire of 27 questions. The Cronbach's alpha coefficient was 93% and the test - retest reliability was 86%. Data using SPSS software and were analyzed by T test, T pairs and ANOVA. The gap in quality assurance of educational services, responsiveness, empathy, reliability and tangibility was -1/375, -1/640, -1/497, -1/332 and -1/994, Which was statistically significant (p <0/001). The gap between the perceptions and expectations of quality educational services to students was -1/570, which was statistically significant (p <0/001).Between perceptions and expectations of students by gender was not a significant relationship (p> 0/05). The relationship between age of students and their perceptions of the quality of education was significant (p = 0/015). Due to the wide gap in the field of tangible and accountability, it seems the attention of policy maker in these two areas will lead to improved quality of educational service.