Author/Authors :
Zarebi، Arezoo نويسنده University of Bojnord, Bojnord, IR Iran , , Abbassi، Hadi نويسنده Department of Educational Sciences, Counseling and
Guidance, University of Bojnord, Bojnord, IR Iran , , Heydarnia، Ahmad نويسنده Department of Educational Sciences, Counseling and
Guidance, University of Bojnord, Bojnord, IR Iran ,
Abstract :
The services that student counseling center present play an
important role in students’ psychological health. Therefore, measurement
of services quality can contribute to a higher quality of these
services. This study was conducted in order to measure service quality
of student counseling center at the university of Bojnord. In this
cross-sectional descriptive research participated 253 students who
referred to student counseling center at the university of Bojnord from
March to June 2015. A questionnaire adapted to SERVQUAL model was used
to collect the data. Wilcoxon signed-rank test was used to analyze the
data. The result of this study showed that there were some differences
between students’ perceptions and their expectations of counseling
services quality (Z = -12.91; P < 0.0001). The result also
indicated that there were significant differences between students’
perceptions and expectations in all of the five dimensions of SERVQUAL
model. The most significant gap was related to the tangibles and the
less significant one was related to sympathy dimension. By studying the
gap between perceptions and expectations of students from counseling
services, we can provide the base for developing appropriate programs
for the improvement of counseling services.
