Evaluating Educational Services Quality of the University with the SERVQUAL Model Evaluation of Educational Services Quality Based on SERVQUAL Model (Case Study: University of torbat heydarieh)

Evaluation of university education quality is one of the most important research topics. The purpose of this study was to evaluate the quality of educational services at University of Torbat Heydariyeh. This is a cross-sectional descriptive study. In order to collect data, a SERVQUAL questionnaire was designed based on a five-point Likert scale. The reliability of this questionnaire was 0.921, using Cronbach's alpha. Descriptive statistics (mean and standard deviation) were used to describe the data. Normality of data was investigated by Kolmogorov-Smirnov and Shapiro-Wilk's methods, which achieved a significant level. The gap between male and female was measured using independent t-test, which showed that there was no significant difference. The gap between the fields showed a significant difference with analysis of variance. According to Tukey's post-hoc test, a significant difference was found between electrical engineering and archeology majors. In all aspects of service quality, there is a negative gap that indicates a fundamental need to investigate and resolve existing problems. Finally, suggestions have been made to prioritize job-related workshop.