Assessment of quality of education a non-governmental university via SERVQUAL model

Abstract

The aim of the study was to evaluate the quality of services of postgraduate school in a non-governmental university “Islamic Azad University-Khorasgan Branch”, to measure students’ views toward current level and expected level of quality. The design y was a gap study via of descriptive-survey method. The standard questionnaire “ServQual”, emphasizing on measuring the gap between level of current and Expected quality. The results showed significant difference between students’expectations and current level of quality of services in responsiveness dimension of quality. The other variables were ranked in this order, Empathy, Assurance, Tangibility and the confidence in service quality.

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