Assessment and evaluation of educational quality of Payam Noor University of Talesh

Abstract

Paying attention to Total Quality Management in service organizations, especially universities, is vital. Hence, Payam Noor University, as an important institute of Higher Education, is required to continuously receive feedback from students, assess it and evaluate the training quality. Periodical quality assessment of training services is of high significance in continuously determining and enhancing the training quality. The subject of this research is regarding on the evaluation of the training quality at the Central Payam Noor University of Talesh. In order of assessing the training quality as deemed by students, the SERVQUAL model (Parasuraman et al. 1988) has been employed. The study uses a descriptive methodology and regarding data collection, it utilizes a survey method; it is also an applied research, objective-wise. The mentioned model has investigated the five of dimensions of reliability, responsiveness, assurance, empathy, and tangibles, based on the GAP ANALYSIS MODEL, as viewed by students at the Central Payam Noor University of Talesh. The stratified random sampling has been carried out with 124 samples. Also, T-test and Friedman Test methods have been used for this study. Study results indicated that the widest gap was related to the tangibles and the narrowest ones were related to the dimensions of assurance and empathy. Based on the Friedman Test, the dimensions of assurance, responsiveness and empathy were of the highest priorities. In the end, based on students’ viewpoints, some suggestions are made regarding enhancing the quality of training services, using some statistical analyses.