The Gap between Students Expectations and Educational Services Provided for them Zanjan University of Medical Sciences ۲۰۰۷

Background & Objective : One of the main problems which must be considered by the universities of medical sciences nationwide is to establish a solidarity system for providing desirable services and use of strategic methods in order to increase quality of services Determining gap in quality of services can facilitate backgrounds for preparing programs for improvement of educational quality of services This study was performed to determine the gap between college students expectations and provided educational services in Zanjan University of Medical Sciences ۲۰۰۷ Methods : In this descriptive study ۳۶۲ students in medical sciences participated Data was collected using a questionnaire based on SERVQUAL By filling in the questionnaires students defined realities and their expectations in five aspects of quality of services including physical trust reliability responsiveness and sympathy The gap in services was calculated by subtracting students scores in realities from their expectations Results: Results showed that there were gaps in all five aspects of quality of services The highest gap mean was in sympathy aspect (۱۶۷) and then in aspects of responsiveness (۱۶۲) reliability (۱۵۴) and physical aspect (۱۵۲) The least gap mean was in trust aspect (۱۴۶) There was a significant difference between realities and expectations in all aspects (P=۰۰۰۰۱) Students of higher levels mentioned higher gaps in a significant way (P