Investigation of the Students\' Perceptions and Expectations of Educational Service Quality in Urmia University and Its Relationship with the Evaluation of Faculty Members\' Performance

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This study aimed at investigating university students' perceptions and expectations of educational service quality and its relationship with the evaluation of faculty members' performance. The study was a descriptive survey and the data analysis was conducted based on structural equation modeling. The sample included 273 M.A students studying in Urmiauniversity who were selected through cluster random sampling. The data wascollected using two questionnaires: service quality questionnaire and evaluation of faculty members questionnaire. Descriptive statistics and paired sample T- test were conductedusing SPSSand LISREL software. The results revealed that: 1) the present condition of educational service quality components including tangibles, reliability, assurance, responsiveness and empathy are far from expected, 2) there was a positive significant relationship between educational service quality components and factors of faculty members evaluation (i.e. teaching method,educational discipline and faculty members personal and social characteristic), 3)goodness of fit index showed that the tested model has a good level of fit index. Therefore, taking into consideration the service quality components could have an influencing role on the effective evaluation of faculty members by students. Thus, we can suggest that the students' feedback of the result of faculty members' evaluationcan improve their teaching performance.

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The Journal of New Thoughts on Education
Volume 9, Issue 4
March 2014
Pages 119-145

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