Abstract

Introduction: Given the pivotal role of information and communications, academic education has been subject to major revisions and modifications throughout the worldwide. The system may fulfill its role only if it is in an acceptable status in terms of education quality. The aim of present study was to determine the quality of educational service in Mazandaran University of Medical Sciences using Servqual Model.

Materials and Methods: This study was conducted by descriptive method. The population consisted of all students at Mazandaran University of Medical Sciences whom was 2,322 people. 341 students were selected from statistical population through randomized sampling. Data were collected using a 26-item Servqual Questionnaire. Validity and reliability was confirmed by previous studies. Data were analyzed using t-test of homogeneous groups using SPSS/16.

Findings: The findings of the study indicated that the students had higher expectations than received in dimensions of assurance (mean 4.41), responsiveness (mean 4.32), empathy (mean 4.38) and tangibles (mean 4.47). However, the services were at the same level as expectations in the dimension of reliability (mean 4.42).

Conclusion: The students’ expectations were higher than the services they received, and they had not complete satisfaction of educational service.  The students reported relative satisfaction with the service.