Document Type : Original Article
Authors
1 Department of Epidemiology and Biostatistics, School of Public Health
2 MSc Student, Health Information Technology, Isfahan University of Medical Sciences, Isfahan, Iran
Abstract
INTRODUCTION: Responsibility in the higher educational system requires the universities to be
sensitive on students’ needs and expectations. The purpose of the present study was to examine the
educational service quality among health information technology (HIT) students in Isfahan University
of Medical Science based on the SERVQUAL model.
METHODS: This was a descriptive cross‑sectional study and carried out at the Management and
Medical Information Sciences faculty of IUMS in 2018. Sixty‑eight undergraduate and postgraduate
students of HIT participated in this study. For collecting data, the standard SERVQUAL questionnaire
was used. The collected data were analyzed using SPSS version 20 software in descriptive level.
RESULTS: Findings showed that there was a positive gap in overall dimensions of educational
services quality (mean discrepancy of expectations and perceives). Most mean of service gap was
contributed to responsiveness dimension 1.06 (0.98 standard deviation [SD]), following that empathy
1.04 (0.97 SD), assurance 1.00 (0.83 SD), reliability 0.83 (0.76 SD), and the least gap was seen
intangibles 0.61 (1.02 SD).
CONCLUSION: According to the current gaps in all quality dimensions, as well as high amount of
expectations in comparison with students’ perception, it is required to evaluate higher education
quality through implementing students’ knowledge skill and creative abilities. Therefore, to improve
the quality of educational services at the Faculty of Management and Medical Information, all
dimensions, especially the responsiveness dimension, should be considered.
Keywords
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