Measuring the quality of educational services of secondary schools in the cities of Khuzestan province based on the SERVQUAL model

Articles in Press

Document Type : Research Paper

Authors

1 PhD student in educational management, Islamic Azad University, Ahvaz branch, Khuzestan, Iran

2 Member of the faculty of the Ministry of Science, Research and Technology, Tehran, Iran.

3 PhD student in educational management, Islamic Azad University, Ahvaz branch, Ahvaz, Iran.

Abstract

This research was conducted with the aim of measuring the quality of educational services of schools in Khuzestan province based on the Servqual model. The research is of a descriptive-survey type and its statistical population consists of students from the cities of Ahvaz, Dezful, Lali, Endika, and Masjid Suleiman, which is 48,126 people, of which 400 people are a statistical sample and are based on a simple random sampling method. They were selected based on Morgan's table. The data collection tool was a 30-question questionnaire made by the researcher, whose formal and content validity was confirmed by experts, and its reliability was determined to be 0.88 using Cronbach's alpha coefficient, which is acceptable.The results showed that an average of 59.5% was obtained in the dimension of tangibles, an average of 79% in the dimension of reliability, an average of 68% in the dimension of assurance, an average of 77% in the dimension of empathy, and an average of 75% in the dimension of responsiveness, all of which are above average.It was taken in the research, which shows that the educational services of the second secondary schools of Khuzestan province are evaluated based on the five dimensions of the Servqual model

Keywords

Educational and Scholastic studies

Articles in Press, Accepted Manuscript
Available Online from 21 February 2025

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