Mehr Ali Hematinezhad; Mohammad hasan Gholizadeh; Sepideh Shabani
Abstract
Objective: By studying the gap between expectations and perceptions of students from services, we can provide the base for developing appropriate programs for the improvement of services. The purpose of this study was to investigate the service quality of Faculty of Physical Education, University of ...
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Objective: By studying the gap between expectations and perceptions of students from services, we can provide the base for developing appropriate programs for the improvement of services. The purpose of this study was to investigate the service quality of Faculty of Physical Education, University of Guilan from the perspective of postgraduate students. Methodology: This study was descriptive and the statistical population was all postgraduate students of Guilan University, 108 students were randomly selected to participate in the study and respond to the SERVQUAL questionnaire. These questionnaires have three parts including quality of education, research and sport facilities with a Likert scale of 7 (strongly disagree=1 to strongly agree = 7), which evaluate the five dimensions of the services quality (visual elements, reliability, responsiveness, confidence and empathy) in both the perceptions and expectations sections. The visual justifiability tool was confirmed by experts and its reliability was calculated using internal correlation coefficient in a pilot study. Results: The results of data analysis using the Wilcoxon and Friedman Rankings showed that students' perceptions rating of services quality (current situation) was significantly lower than their expectations in all aspects of services quality including education research and sport facilities of the Faculty of Physical Education, University of Guilan, and in other words there was a negative gap in the research section for all dimensions except responsiveness (P<0.05). Conclusion: Since there was a negative gap in all aspects of the offered services quality, it is suggested that the school administrators and officials could reduce or eliminate the gap by creating formal and informal canals with students. In other hand, right features of meeting students’ expectations as well as improving physical environment, places and education, research and service facilities to reduce the dimensions gap
Mohammadrahim Ramezanian; Rasool Faraji; Farhad Khoshnevis; kazem Danesh Sani
Volume 2, Issue 1 , April 2013, , Pages 65-83
Abstract
AbstractObjective: The purpose of the present study was to investigate service quality in sports’ facilities of Guilan University by using the SERVQUAL model.Methods: This study was descriptive and all the students of Guilan university were the statistical population. Two hundred eighty five students ...
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AbstractObjective: The purpose of the present study was to investigate service quality in sports’ facilities of Guilan University by using the SERVQUAL model.Methods: This study was descriptive and all the students of Guilan university were the statistical population. Two hundred eighty five students (150 male and 135 female) were selected as statistical sample and responded to the SERVQUAL questionnaire (Parasuraman et al, 1985). This questionnaire consists of 22 pairs of questions on a seven-point Likert-type rating scale (of 1: strongly disagree to 7: strongly agree) that can measure five dimensions of the service quality (Tangibles, Reliability, Responsiveness, Assurance and Empathy) in perceptions and exceptions sections. This instrument is a general questionnaire for measuring service quality and have been modified to use in the sports sector by France et al (2010). In this study the validity of the questionnaire was verified by the experts and the reliability was also calculated in a pilot study (α=0.899 and α=0.976 respectively for the perceptions an exceptions questionnaire). Wilcoxon and Fridman, independent t-test and repeated measures tests were used to analyze collected data.Results: The results indicated that there was a negative significant gap between the five dimensions of service quality in sport facilities (p
