Students' Perceptions of the Quality of Educational Services of Tabriz University of Medical Sciences, Iran


Abolfazl Ghasemzadeh-Alishahi 1 , Rouholah Mahdiuon 1 , Parisa Zarezadeh 2 , * , Farougheh Arghadeh 2


1 Ph.D. in Educational Administration, Assistant Professor, Department of Educational Sciences, School of Psychology and Educational Sciences, Azarbaijan Shahid Madani University, Tabriz, Iran, Iran

2 M.A. in Planning & Management of Higher Education, School of Psychology and Educational Sciences, Azarbaijan Shahid Madani University, Tabriz, Iran, Iran


Strides in Development of Medical Education: 13 (1); e58102
Published Online: April 27, 2016
Article Type: Research Article
Received: July 15, 2017
Accepted: May 05, 2015




Background & Objective: The quantitative development of higher education, regardless of quality, will lead to undesirable consequences. The main clients of universities are students. Determination of their perception of educational services’ quality can provide policy maker with valuable information in order to improve educational services quality. This study was conducted in order to investigate educational services quality based on the SERVQUAL model from the perspective of students of Tabriz University of Medical Sciences, Iran.

Methods: The statistical population of this study included 3084 students of Tabriz University of Medical Sciences. In order to perform this descriptive-correlational study, 200 students were randomly selected. For data collection the SERVQUAL questionnaire was used. This questionnaire consists of five dimensions (tangibility, reliability, empathy, responsiveness, and assurance) of educational services quality with 27 questions. The validity of the questionnaire was approved through content validity methods and its reliability using Cronbach's alpha coefficient. The data were analyzed using descriptive statistics and one sample t-test.

Results: The study results indicated students’ positive evaluation of tangibility, responsiveness, reliability, and empathy dimensions of educational services quality.

Conclusion: The results showed that, in general, in all dimensions of educational services, quality of service was higher than average. The lowest and highest means were observed in the responsiveness and reliability dimensions, respectively.


Perception Quality Educational services Tabriz University of Medical Sciences SERVQUAL model

© 2016, Strides in Development of Medical Education. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License ( which permits copy and redistribute the material just in noncommercial usages, provided the original work is properly cited.


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