The Measurement of Service Quality in Faculty of Physical Education of University of Tehran from Higher Education Students’ Perspectives

Document Type : Original Article

Authors

1 Assistant professor of sport management, faculty of physical education and sport sciences, University of Tehran

2 Full Professor of sport management, Faculty of physical education and sport sciences, University of Tehran, Tehran, Iran.

Abstract

 
The aim of this study was to evaluate the service quality of the Faculty of Physical Education of University of Tehran from higher education students’ perspectives. The statistical population consisted of 100 higher education students of Physical Education Faculty who were divided into two groups based on the difference in their level of expectations: those who had spent one course in this faculty or more courses in this faculty. Sampling was carried out by census sampling method and 90 questionnaires were returned. A researcher-made questionnaire was used which measured service quality in 3 dimensions: educational, research and administrative-student. In the educational sector, SERVQUAL model was used to measure service quality in the five dimensions: assurance, responsiveness, empathy, reliability and tangibles. Research quality services were measured in four dimensions including computer and internet, library, laboratory and research department. Results showed that all educational service quality dimensions were above the average and also were desirable in many cases. Based on SERVQUAL model, tangibles had the highest mean and responsiveness had lowest mean among the educational service quality dimensions. Also, in research service quality sector, all factors were higher than the average. In the administrative-student sector, some cases on service quality were lower than the average contrary to educational and research factors which requires more attention from managers and personnel.

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