Word Files
Reference for Downloading Educational Files
  2. Psychology
  3. Evaluation of the quality of educational services of secondary schools in Garmsar city based on the service-qual model

Evaluation of the quality of educational services of secondary schools in Garmsar city based on the service-qual model

Number of pages: 205 File Format: word File Code: 29975
Year: Not Specified University Degree: Not Specified Category: Psychology
Tags/Keywords: Serve model
  • Part of the Content
  • Contents & Resources

  • Summary of Evaluation of the quality of educational services of secondary schools in Garmsar city based on the service-qual model

    Dissertation for Master's Degree in Psychology

    Abstract:

    The present study was conducted with the aim of evaluating the quality of services in the secondary schools of Garmsar city. This research is applied and descriptive (survey). The number of the statistical population was 2029 people, of which 322 people were randomly selected and examined. In order to collect information from the standard questionnaire of the SERVQUAL model, it includes 21 questions (based on 5 Likert rating scales), which in two sections measure students' perceptions and expectations of each characteristic, in addition to 3 questions of demographic characteristics (gender, educational level, public and private schools). Mean, standard deviation, dependent groups t-test, independent groups t-test, analysis of variance and non-parametric tests such as U-Man-Whitney and Kruskal-Wallis were used to analyze the data. The results of the research show that the perceptions of students and their expectations have significant differences in all dimensions, and the quality gap perceived by male and female students has a significant difference, and other demographic characteristics have significant differences in the perceived service quality gap.

    Keywords: service, quality, student satisfaction, service quality

    Introduction

    Educational services as a service activity is a function of the entire service economy in the world and has faced a rapid growth in the volume of activities and competition. Moreover, due to the fact that educational services have an infrastructural nature, they have been given more attention. The growth and development of educational systems is one of the defining aspects of our era, and this has become an important issue especially in third world and developing countries in order to grow and progress and join the ranks of developing or developed countries.

    Today, services have found a prominent and progressive position in the global market, and the share of the service sector in the global market is rapidly expanding.

    On the other hand, the production, growth and transformation of each society is based on the definition of specific tasks and jobs, the implementation of which is entrusted to man, with the difference that in this evolutionary process, the role of man has also been upgraded from a simple labor force and merely one of the means of production to human capital, which is considered the most important factor of production. Our country's researches have also addressed this issue, so as not to lag behind the global caravan. In this research, we will assess the quality of educational services in secondary schools of Garmsar city.

    What should be considered in the study of this research is the approach of examining the educational category, quality and its importance.

     

     

     

     

     

    1-1- Statement of the problem

    Today, service quality has increasingly become an important factor in success and survival in the educational sector. Therefore, the discovery of the effective factors in service quality and the importance of each of these factors from the perspective of learners, considering the increase in the intensity of competition, is of great importance. Today, service quality and learner satisfaction are strategic topics for service organizations. In today's competitive world, providing high quality services is a necessity for service organizations, especially education. Providing high quality services is essential for the survival and profitability of the organization. The need to understand and measure the quality of services has been considered according to the benefits of providing high-quality services, loyalty of learners, attraction of new learners, etc. for the organization, such as retention of learners. By measuring the quality of services, it is possible to identify the strengths and weaknesses of the services provided, and implement programs to improve the quality and improve the satisfaction of the learners based on that. Research shows that there is a relationship between learner satisfaction, learner retention and profitability. Also, the retention rate of learners determines the market share and the satisfaction of learners is also the main factor in their retention.On the other hand, it should be noted that education and training, as the largest educational institutions of any country, play an important role in collecting small funds and putting them to work in production and service fields. People's need for educational services has led to the fact that education and training try to be customer-oriented, and on the other hand, mobilize their efforts to equip resources and guide and allocate these resources to various economic plans - both government and private. Therefore, in order to maintain survival and achieve their goals, education has an urgent need to gain the trust and satisfaction of learners, which ultimately leads to an increase in their demand for educational services. Therefore, these institutions should pay enough attention to the factors affecting the satisfaction of their internal and external learners. Since the satisfaction of the learners is the primary result of service quality based on the dimensions considered by Parasuraman et al., therefore, with the knowledge of the quality of services for customers, education and training can continue their activities successfully while planning to pay attention to these factors with the aim of ensuring the satisfaction of the learners and ultimately creating loyalty in them in today's highly competitive world. On the other hand, knowing the status of competitors and obtaining information in the fields related to their learners will open the way to develop more complete strategic plans in the field of profitability and attracting learners. Paying attention to service quality has several advantages. First: The quality of service leads to the satisfaction of the learners and as a result increase the loyalty and market share. Second, service quality is considered a fundamental element in customer relationship marketing. Therefore, gaining a competitive advantage through service quality requires knowing the requirements of service quality from the perspective of learners. (Wang-Suha, 2000) That is, the size and direction of the discrepancy between the learners' perception of the service and their expectations. (Gronros 1988, 98)

    Crosby believes that quality has no meaning and concept except what the learners really want. In other words, a product is of quality when it meets the needs and desires of learners. Quality should be defined as the conformity of the product with the needs of the learners.  (Crosby, 1984 (

    Parasuraman considers quality to be consistent with learners' expectations and understanding learners' expectations of specific services. (Parasuraman et al. 1985)

    Quality is to conform to learners' wants and needs. Therefore, quality should be defined as conforming to learners' needs.

           In the first step to understand the quality of services, there should be a clear understanding In short, the following definitions can be considered for understanding the concept of quality - quality has no meaning except what the customer really wants, in other words, a quality product that meets the needs of the learners. Therefore, quality should be defined as the adaptation to the needs of the learners. (Crosby, 1989)

    activities, processes, customers are offered to them. (Vargo 2004)

    The word service also includes different meanings and includes a range of personal services to service as a product.

    The desired change in the receiver of the service or on behalf of him creates value for the learners in specific places and times. (Lovelock, Christophe, 2012)

    Service is the result that the learners want, it is basically intangible and the ownership of something. Service is an activity or benefit that one party does not give to another party. The result may be a physical or immaterial product.Kotler. Philip (2012)

    Services are intangible and unstable products that are produced and consumed simultaneously. (Sasser, 1987)

    Kles believes that service quality includes three physical, situational and behavioral dimensions. In other words, nowadays service organizations have realized that in order to maintain their learners and gain a competitive advantage, one of the important and key issues that should always be considered is the improvement of service quality.

  • Contents & References of Evaluation of the quality of educational services of secondary schools in Garmsar city based on the service-qual model

    List:

     

    Table of Contents

    Title

    Abstract: 1

    Chapter One: General

    Introduction. 3

    1-1- statement of the problem. 4

    1-2- Importance and necessity of research: 7

    1-3- Research objectives: 8

    1-3-1- Main research objective: 8

    1-3-2- Sub-objectives of research: 8

    1-4- Research hypotheses: 8

    1-4-1- Main hypotheses: 8

    1-4-2- Sub-hypotheses. 9

    1-5-Research Vocabulary: 9

    Chapter Two: Literature and Research Background

    Introduction: 11

    2-1-Definition of Quality: 12

    2-1-1 Overview of Quality History: 13

    2-1-2-Quality History. 13

    2-1-2-2-The application of quality management in Taiwan: 14

    2-1-2-3-Case study of the application of quality management in Iranian organizations: 18

    2-2- Definition classifications of quality: 22

    2-3- Quality management and productivity. 23

    2-5-1-Definitions related to productivity and quality. 24

    2-3-1- New definition of productivity and quality. 25

    2-3-2-How to improve productivity and quality. 25

    2-4-principles of quality management. 27

    2-5-leaders of quality theory: 31

    2-5-2-Deming's cycle: 37

    2-5-3-fourteen principles of Deming. 38

    2-5-4-(Taguchi) 45

    2-5-5-(Philip Crosby) 46

    2-5-6-Joseph Joran. 48

    2-5-7-Ishi Kawa: 49

    2-6- Personnel programs for quality assurance. 50

    2-8-Quality cost: 53

    2-9-Evaluation of service quality using ServQual and ServProf methods. 54

    -2-10- Definition of service: 59

    2-10-1-Intangibility of service. 59

    2-10-2-Buyer-seller communication, production and consumption at the same time. 59

    2-10-3-Instability of service quality. 60

    2-10-4- Impossibility of storing and warehousing services. 61

    -2-11- Service purchase process (Lovelock, 1999, 124): 63

    2-11-1- Service process control: 64

    2-11-2- Unconditional guarantee of services. 65

    2-11-3- Service compensation methods: 65

    2-11-4- Factors affecting the quality of services and customer support services. 66

    2-12-The nature and special features of services. 67

    2-12-1-service package: 68

    2-12-2-components of service package: 68

    2-12-3-customer participation in the service process: 69

    2-12-4-urgency of services: 69

    2-12-5-permanence of services: 69

    2-12-6-Intangibility of services: 70

    2-12-7-Heterogeneity: 70

    2-13-Challenges of service managers: 71

    2-13-1- Taguchi methods. 72

    2-13-2-Poka-Yoke method (error-proof): 72

    2-13-3-Gap related to the quality of khamat: 74

    2-13-3-1 Gap 1: Marketing information gap (information or understanding) 8776

    2-31-3-2-Gap 2: Design gap or standard gap: 77

    2-13-3-3-Gap 3: Service Performance Gap or Delivery Gap: 8978

    2-13-3-4-Gap 4: Communication Gap. 79

    2-31-3-5-gap 5: gap in services (customer gap) 79

    2-13-4-customer identification: 79

    2-13-4-1-customer definition and its types (Malki-1380) 80

    2-13-4-2-types of customer needs. 82

    2-13-4-3-Value for customers: 83

    2-13-4-4-Customer expectations (Lovelock and Wright, 1999, 160-156) 9485

    2-13-4-5- Benefits of customer satisfaction: (Lovelock and Wright, 1999, 175). 86

    The third part: 87

    2-14-Necessity and how to create a quality assurance system in education. 87

    2-14-1- The objectives of the quality assurance system. 100

    2-14-2- How to create a quality determination system. 102

    2-14-3- Major approaches in quality assurance. 103

    2-14-4- Common features of quality determination systems from the structural dimension. 105

    2-14-5- Quality determination system using in-service training. 106

    2-15-Research background. 106

    2-9- Conceptual model of research. 98

    Chapter 3: Research implementation method

    3-1- Introduction. 1132

    3-2- Research method: 1132

    3-3- Statistical population: 114

    3-4- Measurement level of variables 115

    3-5- Reliability and validity of the questionnaire: 115

    3-5-1- Validity: 115

    3-5-2- Reliability: 116

    3-6- Statistical analysis method: 116

    Chapter four: Data analysis

    Introduction. Error! Bookmark not defined.

    4-1- Description of contextual variables. Error!Error! Bookmark not defined.

    4-1-1 - Frequency distribution of respondents according to gender. Error! Bookmark not defined.

    4-1-2- Frequency distribution of respondents according to educational level. Error! Bookmark not defined.09

    4-1-3 - Frequency distribution of respondents according to school type status. Error! Bookmark not defined.

    4-2- Analytical findings. Error! Bookmark not defined.

    4-2-1- The difference between learners' perceptions and expectations of the quality of educational services. Error! Bookmark not defined.

    4-2-3- The difference between learners' perceptions and expectations of the quality of educational services in terms of tangibility Error! Bookmark not defined.3

    4-2-4- The difference between learners' perceptions and expectations of the quality of educational services in terms of reliability Error! Bookmark not defined.

    4-2-5-difference between learners' perceptions and expectations of the quality of educational services in terms of responsiveness Error! Bookmark not defined.

    4-2-6- The difference between learners' perceptions and expectations of the quality of educational services in terms of reliability Error! Bookmark not defined.

    4-2-7- The difference between learners' perceptions and expectations of the quality of educational services in the dimension of empathy. Error! Bookmark not defined.

    4-1-8- The difference between learners' perceptions and expectations of the quality of educational services in public and non-profit schools Error! Bookmark not defined.

    4-2-9- The difference between learners' perceptions and expectations of the quality of educational services in the dimension of tangibility in public and non-profit schools. Error! Bookmark not defined.

    4-2-10- The difference between learners' perceptions and expectations of the quality of educational services in terms of reliability in public and non-profit schools. Error! Bookmark not defined.

    4-2-11- The difference between learners' perceptions and expectations of the quality of educational services in terms of accountability in public and non-profit schools. Error! Bookmark not defined.

    4-2-11- The difference between learners' perceptions and expectations of the quality of educational services in terms of reliability in public and non-profit schools. Error! Bookmark not defined.

    4-2-11-Difference between learners' perceptions and expectations of the quality of educational services in terms of empathy in public and non-profit schools. Error! Bookmark not defined.

    4-2-12- The difference between learners' perceptions and expectations of the quality of educational services according to gender. Error! Bookmark not defined.

    4-2-13- The difference between learners' perceptions and expectations of the quality of educational services in terms of tangibility according to gender Error! Bookmark not defined.

    4-2-14- The difference between learners' perceptions and expectations of the quality of educational services in terms of reliability according to gender Error! Bookmark not defined.

    4-2-14- The difference between learners' perceptions and expectations of the quality of educational services in the dimension of responsiveness according to gender Error! Bookmark not defined.

    4-2-15- The difference between learners' perceptions and expectations of the quality of educational services in terms of reliability according to gender Error! Bookmark not defined.

    4-2- 16- The difference between learners' perceptions and expectations of the quality of educational services in terms of empathy according to gender Error! Bookmark not defined.

    4-2-17- The difference between learners' perceptions and expectations of the quality of educational services according to educational level Error! Bookmark not defined.

    Table 4- 41 Difference between learners' perceptions and expectations of the quality of educational services according to educational level Error! Bookmark not defined.

    4-2-18- The difference between learners' perceptions and expectations of the quality of educational services in terms of tangibility according to educational level Error! Bookmark not defined.

    4-42- Frequency distribution of respondents according to tangible dimension according to educational level. Error! Bookmark not defined.

    4-2-20- The difference between learners' perceptions and expectations of the quality of educational services in terms of reliability according to educational level. Error! Bookmark not defined.

    4-2-21- The difference between learners' perceptions and expectations of the quality of educational services in the dimension of responsiveness according to educational level. Error! Bookmark not defined.

    4-2-21- The difference between learners' perceptions and expectations of the quality of educational services in the dimension of reliability according to educational level

    4-2-22- The difference between the perceptions and expectations of learners of the quality of educational services in the dimension of empathy according to educational level

    Chapter five: Conclusion

    Introduction. 178

    5-1- Results of descriptive findings. 179

    5-2- Results of analytical findings.

Evaluation of the quality of educational services of secondary schools in Garmsar city based on the service-qual model
How To Access The File
Related Contents:
Number of pages: 124 Category: Civil Engineering

Thesis - Master's Degree in Geophysics - Winter Seismology 2012 Abstract In this research, the effect of a branch fault in a subduction zone on tsunami waves using numerical modeling of tsunami waves.

Number of pages: 100 Category: Civil Engineering

Thesis for receiving the degree of M.Sc. Trend: soil and soil in February 2013 Abstract: Allowed load capacity or safe load capacity is a virtual pressure that is within the range of

Number of pages: 115 Category: Management

Dissertation for receiving Master's Degree (M.A.) Field: Industrial Management (Production Orientation) Summer 1990 Abstract With the current progress of industries, the return and reuse of used products is one of the activities of May.

Number of pages: 173 Category: Industrial Engineering

Dissertation for Master's Degree in Polymer Industry Engineering April 2013 Abstract Nowadays, the topic of energy and energy saving in all fields, even in homes, is one of the most important.

Number of pages: 152 Category: Industrial Engineering

Dissertation for receiving the master's degree ""MA"" Field of industrial engineering: industries – Winter Industries 2013 Abstract Today attention is paid to the issue of supply chain and its management, in Asr

Number of pages: 207 Category: Management

Master's Thesis: MBA Management Abstract In recent years, the organization's participation in economic, social and environmental issues is considered one of the basic issues for organizations and society. In this regard, various researchers are trying to provide practical and creative models by obtaining new methods, through which, on the one hand, they improve the attitude of ...

Number of pages: 201 Category: Management

Master's Thesis of Industrial Management (M.A) Abstract: The purpose of this research is to evaluate the performance of on-the-job training (OJT) on the quality of passenger cars in Pars Khodro's paint shop based on the achieve model. The research method is survey. To collect data, the library-field method was used in the form of a questionnaire. The tool for collecting this ...

Number of pages: 101 Category: Geography - Urban Planning

Dissertation for Master's Degree in Remote Sensing and Geographical Information System - Water and Soil Resources Abstract One of the problems of advancing the management of pastures and forests in the northern regions of the country is fires that cause heavy environmental and financial damages. Fire risk management in connection with preventive measures can protect the natural ...

Number of pages: 211 Category: Psychology

Dissertation for Master's degree (M.A.) comparing the nature and character dimensions of people who attempt suicide with normal people in the framework of Cloninger's psychological biological model. The purpose of this research is to explain the role of nature and character dimensions in suicide attempters. For this purpose, 100 suicide attempters who were selected by the ...

Number of pages: 168 Category: Geography - Urban Planning

Dissertation for Master's degree (M.A.) specialization: Remote Sensing and Geographical Information Systems Abstract The uneven growth and unprincipled urban development due to the incompatibility between different urban uses and the lack of urban unit management has caused problems in the urban system in Region Three (in the area of ??Vanak Square). In this area, the lack of ...

Number of pages: 244 Category: Management

Dissertation for obtaining a master's degree (M.A) field: business management, marketing orientation. Abstract In today's competitive world, there are successful companies that can create more values ??for customers and, according to Sergio Ziman[1], provide more reasons to customers to encourage them to buy and create a long-term relationship with the company. Creating superior ...