[Home ] [Archive]   [ فارسی ]  
:: Main :: About :: Current Issue :: Archive :: Search :: Submit :: Contact ::
Main Menu
Home
Journal Information
Articles archive
For Authors
For Reviewers
Registration
Contact us
Site Facilities
::
Search in website

Advanced Search
..
Receive site information
Enter your Email in the following box to receive the site news and information.
..
Last site contents
:: Contact Us
:: Guide for authors
:: Indexing and Abstracting
:: Aims & Scope and Thematic axes
:: editorial board
..
Last contents of other sections
..
Indexing and Abstracting


















 

..
Arshived
..
:: Volume 7, Issue 2 (2016) ::
Browse There are not any published journal volumes in the system
Click here to access articles XML files
:: Volume 7, Issue 2 (2016) ::
ihej 2016, 7(2): 1-24 Back to browse issues page
A comparative study of educational services quality- Servqual of postgraduate studies in an old and new universities
Abstract:   (6774 Views)

the main purpose of this study is to conduct a comparative study of educational services quality of postgraduate studies at an old and a new university in Iran. Theoretical framework of this study is lifecycle theory. A descriptive research method was chosen. Society and sample of the study were selected form those departments which have postgraduate programs. Two questionnaires were used to collect information  based on SERVQUAL measurement instrument that are as follows: Tangibles: Appearance of physical facilities, equipment, personnel, and communication materials, Reliability: Ability to perform the promised service dependably and accurately, Responsiveness: Willingness to help customers and provide prompt service, Assurance: Knowledge and courtesy of employees and their ability to convey trust and confidence, Empathy: The caring, individualized attention the firm provides its customers. The result showed that there is a difference between SERVQUAL measurement instrument in criteria such as Tangibles, Reliability, Responsiveness, Assurance and Empathy.

Keywords: lifecycle theory, postgraduate studies, SERVQUAL measurement instrument, old and new university
Full-Text [PDF 653 kb]   (2775 Downloads)    
Type of Study: Research | Subject: Special
Received: 2016/08/23 | Accepted: 2016/08/23
Add your comments about this article
Your username or Email:

CAPTCHA


XML   Persian Abstract   Print


Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:

A comparative study of educational services quality- Servqual of postgraduate studies in an old and new universities . ihej 2016; 7 (2) :1-24
URL: http://ihej.ir/article-1-442-en.html


Rights and permissions
Creative Commons License This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Volume 7, Issue 2 (2016) Back to browse issues page
مجله آموزش عالی ایران Iranian Higher Education
Persian site map - English site map - Created in 0.07 seconds with 75 queries by YEKTAWEB 4645