Service Quality in Higher Education

Service Quality in Higher Education-Case study: Measuring service quality of Islamic Azad University, Firoozkooh branch

ABSTRACT

The aim of this article measuring service quality in education is increasingly important for attracting and
retaining tuition-based revenues. The objectives of this paper are two folds: first, to identify the service quality factors. Second, describe research undertaken to assess the quality of service provided by a university in Iran.
In this research we used two Questionnaires with 22 questions with seven-point Likert scale was used to
measure the perceptions and expectations of perceived quality were distributed. Factor analysis used for
validity of the constructs for the subsequent analyses. Scale items were retained for testing reliability and
construct validity. These findings were then tested using a survey study The results show that gap between
student`s perceptions and student`s expectations exist.

這篇文章的目的，在教育測量服務質量變得越來越重要，吸引和留住學費為基礎的收入。

本文的目的有兩方面：第一，確定服務質量的因素。其次，說明伊朗一所大學提供的服務質量進行了評估研究。


在這項研究中，我們使用了兩個問卷22個問題與7點李克特量表是用來測量的看法和期望，感知質量分佈。

用因子分析為以後的分析的結構的有效性。規模的項目被保留用於測試的可靠性和結構效度。

然後將這些結果進行的一項調查研究結果表明，學生的的看法和學生的期望存在差距。