Design and validation of quality assessment tools for university educational services Based on the Servqual model

The present study was conducted with the aim of designing and validating a quality evaluation tool for educational services based on the Servqual model. This research is an applied research in descriptive-correlative manner. The statistical population of this study was all students of Bu-Ali Sina University in Hamedan. The sample size was estimated using the Morgan table of 300 people. The samples were selected by simple random sampling. Based on the quality of service of Servqual, the model of quality of educational services of the university, 60 questions were designed in two main dimensions of perceptions and expectations in the 5-degree Likert scale; the validity of the tool was then evaluated using Content Validity and Confirmatory Factor Analysis techniques. Finally, Cronbach's alpha method was used to determine the reliability of the tool. The results showed that the structure of the quality of educational services quality of the university according to the total content validity (0.752), expectations (0.748) and perceptions (0.766), and confirmatory factor analysis, which explained the amount of variance explained by the whole model (GFI) Equal to 0.98 and error value equal to 0.202. Also, the tool has a suitable and desirable reliability with total Cronbach's values (0.92), expectations (0.903) and perceptions (0.933).