ServiceQualityinHigherEducation.pdfVIP

Interdisciplinary Journal of Research in Business Vol. 1, Issue. 9, (pp.38- 46) September, October, 2011 Service Quality in Higher Education Case study: Measuring service quality of Islamic Azad University, Firoozkooh branch Faranak Khodayari Department of Business Management, Firoozkooh Branch, Islamic Azad University, Firoozkooh, Iran1 Behnaz Khodayari Department of Business Management, Firoozkooh Branch, Islamic Azad University, Firoozkooh, Iran2 ABSTRACT The aim of this article measuring service quality in education is increasingly important for attracting and retaining tuition-based revenues. The objectives of this paper are two folds: first, to identify the service quality factors. Second, describe research undertaken to assess the quality of service provided by a university in Iran. In this research we used two Questionnaires with 22 questions with seven-point Likert scale was used to measure the perceptions and expectations of perceived quality were distributed. Factor analysis used for validity of the constructs for the subsequent analyses. Scale items were retained for testing reliability and construct validity. These findings were then tested using a survey study The results show that gap between student`s perceptions and student`s expectations exist. Keywords: service quality, Higher education, Students, University, Iran. INTRODUCTION In a world where branding becomes the basis for competition of unique products and services in attracting a larger market share for ultimate profitability, consu