A Comparative Study of Service Quality in Islamic Azad University

The research purpose is to carry out a comparative study with regard to the service quality in Islamic Azad University of Golestan province, based on the well-established SERVQUAL methodology. The research method is applied and descriptive-survey in terms of the purpose and methodology, respectively. The statistical population included all the university students of Ali Abad, Gorgan & Azad Shahr branches, out of which a sample of 3000 subjects was drawn using stratified sampling. The research tool was “The Standard Questionnaire Of SERVQUAL Model” which had already been assessed regarding its validity and reliability. The SERVQUAL model employs a multiple-item scale that measures service quality as perceived by consumers. Assessing service quality using SERVQUAL involves computing the difference between the paired expectation and perception statements. Results reveal that there is a gap between the perceived and desired service level; furthermore we witnessed no adequate quality service in all the three branches; what’s more, t-test also indicated that there is a significant difference between the desired and the perceived quality service level amongst the three above-mentioned branches.