Author/Authors :
Niaz Azari، Kiomars نويسنده Department of Educational Management, Sari Branch, Islamic Azad University, Sari, Iran , , Nooraie، Farhad نويسنده Department of Educational Management, Sari Branch, Islamic Azad University, Sari, Iran , , Mohsenzadeh، Fattah نويسنده Department of Educational Management, Sari Branch, Islamic Azad University, Sari, Iran , , Abolfazli، Elham نويسنده , , Movahhedi، Monireh نويسنده Department of Educational Management, Sari Branch, Islamic Azad University, Sari, Iran ,
Abstract :
The present study seeks to evaluate the quality in different serving organizations; such evaluations date back to less than 20
years ago. This research project has used Servqual Model in order to evaluate the quality of services in Islamic Azad
University of Aliabad Katoul Branch from the following five aspects:
? The appearance and organization facilities or physical dimensions
? Reliability of supplied services
? Accountability rate
? Service quality guarantee
? Understanding the customer
This research is an applied one in nature; the methodology being used is descriptive and inferential. The society of the
research was 6000 university students and the selected sample was 361 people. Books, magazines, questionnaires and
interviews were utilized to collect the data and inferential statistics model was applied to analyze the data. The result
showed a gap in all standards of Servqual. The gaps (from lowest to highest) are: tangible factors, reliability, empathy,
confidence and accountability.
