A Survey of the Quality of Educational Services Provided to Arak University Students Using the SERVQUAL Model

The aim of this study is to evaluate the quality of educational services provided to at Arak University students using the SERVQUAL Model. The population of the study consists of all undergraduate students at four Literature Humanities, Engineering, Science and Agriculture Faculties of Arak University, including 6644 student. To determine the sample size, stratified random sampling method was used and 453 students were selected. To collect the data, SERVQUAL Model which has been proven both a valid and reliable in previous researches, was used. For data analysis, descriptive statistics (percentage, mean, diagrams, and standard deviation) and inferential statistics (one-sample t-test, one way ANOVA, and post hoc Scheffe) were used. The results showed that the quality of educational services in all 5 modules is negative with the maximum mean gap of tangibility module equal to -8.958, and the lowest mean gap, related to the reliability, being -1.933. The results also showed that there were no significant differences between the four faculty student's perceptions of the quality of educational services but there were significant differences between their expectations of the quality of educational services. The expectation mean of educational services quality among engineering and technical students was lower and the expectations of Humanities’ students were higher than those of the other faculties in this research.