Journal of North Khorasan

Abstract Background & Objectives: analysis of service quality from the perspective of the customer has generated much attention. This study was performed to determine the quality gap in educational services at North Khorasan University of Medical Sciences, based on students’perceptions and expectations. Material & Methods: In this cross-sectional descriptive-analytical study, 175 students were selected by stratified random sampling method, were studied in the year 2011. The data were collected using a valid and reliable questionaire based on the SERVQUAL (science quality) instrument. Data were analyzed by SPSS-16 software.and presented with descriptive and analytic statistic Results: The findings indicated that there was a negative gap in five dimensions of services. The smallest gap with -1/62±1/0 belonged to "reliability” dimension and the largest gap with -2/2±1/3 to “assurance ". Senior students evaluated more all aspects of the service gap than other students (p<0/05). Conclusion: Based on our results, from student’s points of view, the educational services quality is under the acceptable level in the university, thus, in order to improve quality of educational services, considering what stated above especially “assurance” dimension, reconsidering new strategies is demanded .