Quality Assessment of Educational Services for Residents in Teaching Hospitals of Kerman University of Medical Sciences, Iran, based on the SERVQUAL Model

AUTHORS

Seyed Mostafa Seyedaskari 1 , Mohammad Ali Shafa 2 , Farhad Iranmanesh 2 , Amin Beigzadeh 3 , * , Mahboobeh Mohammad Pour Ravari 1

1 BS.c. in Health Services Management, Shafa Clinical Research Center, Kerman University of Medical Sciences, Kerman, Iran, Iran

2 Specialists in Neurological Diseases, Associate Professor, Department of Neurology, Neurological Research Center, Kerman University of Medical Sciences, Kerman, Iran, Iran

3 PhD candidate in Medical Education, Research Center for Health Services Management, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran, Iran

How to Cite: Seyedaskari S M , Shafa M A , Iranmanesh F , Beigzadeh A , Mohammad Pour Ravari M . Quality Assessment of Educational Services for Residents in Teaching Hospitals of Kerman University of Medical Sciences, Iran, based on the SERVQUAL Model, Strides Dev Med Educ. 2015 ; 12(S1):e59459.

ARTICLE INFORMATION

Strides in Development of Medical Education: 12 (S1); e59459
Published Online: March 28, 2015
Article Type: Research Article
Received: August 05, 2017
Accepted: December 24, 2014

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Abstract

Background & Objective: Quality assessment of educational services is one of the most important actions in line with an improvement in the services. If the qualitative dimension of services is not taken into account, we will observe significant academic failure and reduction in creativity among the learners. Therefore, one of the salient steps in improving the quality of educational services is quality assessment from the viewpoints of its users. The aim of the present study was to determine the quality of educational services from the viewpoints of residents based on the SERVQUAL model.
Methods: In this descriptive-analytical study, 204 residents from the educational hospitals of Kerman, Iran, participated. The participants were selected using simple random sampling method. The data collection tool was the Evaluation of Educational Quality Questionnaire that evaluates educational quality based on the SERVQUAL gap analysis method. This tool compares respondents’ perceptions and expectations of the quality of educational services in 5 domains (reliability, responsibility, confidence, assurance, empathy, and tangible physical). Content validity of this questionnaire was approved by experts' opinions and its reliability was confirmed using Cronbach's alpha (r = 0.88). To analyze data, SPSS software was used for performing descriptive (mean, standard deviation) and analytical (independent t-test) tests.
Results: The findings showed that there was a negative gap between residents' perceptions and expectations of the quality of educational services in all 5 dimensions. The highest and lowest level of gap was related to the tangible physical (-1.50) dimension and the responsibility 
(-0.51) dimension, respectively.
Conclusion: There is a negative gap between residents' perceptions and expectations in different dimensions of educational services quality based on the SERVQUAL model. In order to improve the quality of education, a review of educational infrastructures (environment and facilities) and education management seems necessary. This requires the efforts of relevant authorities toward the development and improvement of these infrastructures.
 

Keywords

Evaluation Quality Residents Educational services SERVQUAL model

© 2015, Medical Education Development Center. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/) which permits copy and redistribute the material just in noncommercial usages, provided the original work is properly cited.

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