Abstract

Objective: The aim of this study was to analyze the quality function deployment in faculty of physical education and sports science of Kharazmi university based on SERVQUAL model.
Methodology: The survey was descriptive-applied and the data collection was mixed method (quantitative and qualitative). The study population included all students (N=850) in the first and second semester of 2013-2014. For interviews, statistical sample was selected by non-probability sampling and continued to reach theoretical saturation (n=32).  Stratified random sampling was used to select individuals who would respond survey questionnaire and sample size was determined by Cochran’s Q formula (n=265). After in-depth and semi-structured interviews, the 114 needs were detected as customer voices in faculty of physical education and sports science of Kharazmi university. After classification and summarizing of the needs using SERVQUAL, a 50-items questionnaire was prepared in two dimensions of the expected quality and perceived quality including five components which were human resources quality, training services, research services, welfare services and administrative and management services.
Results: The results of descriptive and inferential test (Kolmogorov-Smirnov, Friedman and paired-samples t-test) represented a significant negative gap in all detected needs and components. Moreover, customers’ expectations and percetions were ranked too.
Conclusion: In total, with regard to the results, the officials of physical education and sports science faculty are recommended to bridge the gap between expectations and perceptions of students. Through this way, they can develop the service quality in the faculty of physical education and sports science.