Evaluation of Quality Gap of Educational Services from the Residency Students Viewpoint of Zanjan University of Medical Sciences in 2017-2018

Evaluation of satisfaction of students with educational services of universities can show the gap between their expectations and the current state. Therefore, this study aimed to determine the quality gap of educational services from the viewpoint of residency students of Zanjan University of Medical Sciences in 2017-2018.

This analytical and cross-sectional study was performed on 188 residency students selected by census sampling. Data were collected using SERVQUAL, and data analysis was carried out by SPSS version 24 using descriptive statistics and paired t-test. 

In this study, 106 subjects (56%) were female and 82 participants (46%) were male. In terms of age, 122 individuals were below the age of 25 (65%), whereas 66 residency students were above 35 years (35%). According to paired t-test, there was a difference between expectations and perceptions of residency students from the quality of educational services and a negative service gap in five dimensions (P=0.001, t>1.97). In this regard, the highest and lowest gaps were related to the dimensions of reliable (-2.43) and physical dimension and tangible (-2.1), respectively.

From the perspective of residency students of Zanjan University of Medical Sciences, there was a negative gap between expectations of quality of educational services with the current state.