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Qualitative and Quantitative Validation of Tools with Rating Scales Aimed at Assessing the Quality of University Service-Learning
Published on: August 29, 2025
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The students' viewpoint on the quality gap in educational services.
Marziyeh Rahim Khanli1, Hadi Daneshmandi2, Alireza Choobineh3
1Research Affairs office, Health school, Shiraz University of Medical Sciences, Shiraz, Iran;
Journal of Advances in Medical Education & Professionalism
|December 17, 2014
Summary
Students
Area of Science:
- Educational Quality Assessment
- Higher Education Services
- Student Satisfaction Metrics
Background:
- Student perspectives are crucial for enhancing educational services and organizational performance.
- Assessing educational service quality is vital for university development.
- This study focused on the Health and Nutrition School at Shiraz University of Medical Sciences.
Purpose of the Study:
- To determine the quality gap in educational services from the students' viewpoint.
- To evaluate student perceptions versus expectations of educational service quality.
- To identify specific dimensions of educational services requiring improvement.
Main Methods:
- A cross-sectional study involving 140 volunteer students (aged 19-40).
- Utilized the Service Quality (SERVQUAL) questionnaire to measure perception and expectation gaps across five dimensions: assurance, responsiveness, empathy, reliability, and tangibility.
- Employed non-parametric statistical tests (Wilcoxon, Friedman, Kruskal-Wallis, Mann-Whitney) for data analysis in SPSS 14 due to non-normality.
Main Results:
- A significant quality gap was identified across all five dimensions of educational services.
- The largest quality gap was observed in responsiveness (mean±SD: -0.94±0.74).
- The smallest quality gap was found in reliability (mean±SD: -0.76±0.69), with significant differences across dimensions (p<0.001).
Conclusions:
- Student expectations consistently exceeded their perceptions of current educational service quality.
- None of the service aspects fully met student expectations, indicating a need for improvement.
- Recommendations include targeted workshops for staff development and increased resource allocation for facilities and the physical environment.
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