Assessing the Quality of Educational Services of Sistan and Baluchistan University Based on SERVQUAL Model

During the last decades, the issue of university quality has become a serious problem among activists and scholars due to the increasing mass of higher education. Therefore, monitoring the quality of universities is more important than ever. The purpose of this study was to evaluate the quality of educational services in Faculty of Literature and Humanities of Sistan and Baluchistan University from students’ viewpoints based on SERVQUAL Model.

The present study is a descriptive cross-sectional study whose population consisted of (undergraduate, postgraduate and PhD) students of Faculty of Literature and Humanities in Sistan and Baluchistan University in the academic year 2017-2018. Simple random sampling was conducted to select 127 students through standard SERVQUAL Model Questionnaire. Data analysis was performed by t-test using SPSS software.

Findings of the study indicated that there was a negative gap in all aspects of educational service quality. Negative gap rates in each dimension are: tangibility (-5.49), assurance (-7.97), responsiveness (-7.72), empathy (-10.47), and reliability (-10.11). -) which indicate that there is a significant difference and the expectations of students at this college are beyond the current situation.

Therefore, the findings of the study indicate that none of the dimensions of service quality have met their expectations and if the universities in Sistan and Baluchistan want to train more skilled human resources to serve the growth and development of society, they should increase the quality of services as they increase the quantity.