Assessing the Quality of Educational Services of Postgraduate Studies Based on Servqual Model from the Viewpoints of the Students at Razi University of Kermanshah

Abstract: This study aimed to examine the quality of educational services of postgraduate studies based on Servqual model from the viewpoints of the students at Razi University of Kerrmanshah, in the academic year 2016-2017. This applied research type follows a descriptive survey method. The research population consisted of all 3261 students of postgraduate studies and 297 of the students were selected in a stratified random sampling method based on Krejci and Morgan table. The data collection instrument was Servqual questionnaire. Content validity of the questionnaire was approved by professors and experts of educational administration, and its reliability was estimated as 0.94 according to Cronbach alpha coefficient formula. Data analysis was conducted by Wilcoxon test. The results showed that the quality of the educational services is not at the desirable level and the gap of perception and expectation in all aspects of the quality of the educational services at level of (p