Using SERVQUAL to Assess University Service Quality

SERVQUAL is one of the most applicable models in assessing services quality. The model compares customer's expectations and perceptions in terms of five dimensions- tangibles, reliability, responsiveness, assurance and empathy. This research on the basis of mentioned model evaluates Razi university of Kermanshah's services quality. Survey population consists of 400 geography students and estimated sample size is 210. Results indicate high and significant gap among expectations and perceptions of respondents in all above dimensions. Correlation coefficient imply that there are negative and significant relation between the "year of entrance to university" and quality of tangibles, reliability, responsiveness, empathy and overall service quality. Also there is negative and significant relation among "living in dormitory" and quality of tangibles. The same relation can be observed in regard to kind of educational course (according to paying tuition or not) with quality of responsiveness.