Assessing the Quality of Educational Services from the Viewpoint of Clinical Teachers and Medical Students Using SERVQUAL Model

Abstract

Background: One of the basic steps in improving the quality of health programs is to evaluate it from the viewpoint of beneficiaries. SERVQUAL is a model that is very effective in evaluating the quality of services. Objectives: The aim of this study was to assess viewpoint of clinical teachers and medical students about the quality of educational services provided based on the SERVQUAL model in 2018. Methods: This research was descriptive-analytical and 80 medical students and clinical teachers of Shahid Beheshti Teaching Hospital in Kashan participated in it. Data collection tool was SERVQUAL standard questionnaire including 22 items and a 7-point Likert scale. Data were analyzed using SPSS 16 software and descriptive and inferential statistics (t-test) (P ≤ 0.05). Results: The expectations (optimal status) of the participants in the total score of service quality and all its dimensions were significantly higher than their perceptions (current status) (P < 0.001). In other words, from the viewpoint of individuals in all dimensions of quality and their total score, there is a gap that the most significant quality gap in the guarantee dimension (-2.91 ± 1.34), and the lowest in the empathy dimension (-1.54 ± 2.02). The mean gap between the total expectations and perceptions score and its dimensions from the viewpoint of women was higher than men but was not statistically significant (P > 0.05). There was also a significant relationship between the service quality gap and individuals' educational levels (P < 0.05). Conclusions: In all aspects of the quality of educational services, there was a negative gap (failure to meet expectations) between expectations and their perception, and this gap was greater in dimension of confidence. The observed differences between the five dimensions of quality should be used as a guide for planning and resource allocation.