فهرست نشریات علمی دسترسی آزاد ایران

Background: Recognition of views and expectations of students is an important issue to improve the quality of educational services in the universities. Objectives: The aim of this study was to evaluatethe quality gap of educational services by using Service Quality (SERVQUAL) instrument in Neyshabur Faculty of Medical Sciences in viewpoints of students. Results: The mean age of the students was 20.38±1.92 years; 65.7 % were female and 34.3% were male. There was a negative quality gap in each of the five SERVQUAL dimensions. The overall mean of quality gap was -1.31. The greatest and the least negative quality gap means were observed in the tangible (-1.62) and reliability (-1.02) dimensions, respectively. There were significant differences between perceptions and expectations of students in all dimensions represented by SERVQUAL (P < 0.05). Conclusions: The results of this study showed that there is a notable gap between students' expectations and what they have actually received of educational services. Thus, improvements are required in all dimensions of educational services quality.