Moosavi Ahmad, Mohseni Mohammad, Ziaiifar Hajar, Azami-Aghdash Saber, Gharasi Manshadi Mahdi, Rezapour Aziz
Dept. of Health and Community Medicine, Dezful University of Medical Sciences, Dezful, Iran.
Health Services Management Research Center, Institute for Futures Studies in Health, Kerman University of Medical Sciences, Kerman, Iran.
Iran J Public Health. 2017 Apr;46(4):447-455.
Students' view is an important factor in assessing the quality of universities. Servqual pattern is regarded as the most prominent for services quality measurement. This study aimed to review systematically studies that investigated the quality of educational services.
A systematic review and meta-analysis of studies evaluating students' viewpoint about quality of educational services were conducted. Required data were collected from PubMed, Embase, Scopus, Science Direct, Google Scholar, SID, Magiran, and Iranmedex, without time restriction. Computer software CMA, ver. 2 was applied to estimate the total mean score of students' perception and expectation of services quality and the gap between them.
The 18 eligible studies were entered into study. The studies were conducted between 2004 and 2014. Based on the random effect model, the total mean score of students' perception, students' expectation and the gap between them were estimated 2.92 (95% CI, 2.75 - 3.09), 4.18 (95% CI, 3.98 - 4.38), respectively and -1.30 (95% CI= -1.56, -1.04).
The studied students' expectation level is higher than the current quality of educational services. There is a tangible difference between their expectations and the current quality, which requires officials' efforts to improve quality in all dimensions and effective steps can be taken towards improving the quality of educational services through appropriate training planning and training for empowering employees in colleges and universities.
学生的看法是评估大学质量的一个重要因素。服务质量差距模型（Servqual模型）被认为是服务质量测量中最突出的模型。本研究旨在系统回顾调查教育服务质量的研究。
对评估学生对教育服务质量看法的研究进行系统回顾和荟萃分析。所需数据从PubMed、Embase、Scopus、Science Direct、谷歌学术、伊朗科学信息数据库（SID）、Magiran和伊朗医学数据库（Iranmedex）收集，无时间限制。应用计算机软件CMA 2.0版来估计学生对服务质量的感知和期望的总平均分以及两者之间的差距。
18项符合条件的研究纳入本研究。这些研究在2004年至2014年期间进行。基于随机效应模型，学生感知的总平均分、学生期望的总平均分以及两者之间的差距分别估计为2.92（95%置信区间，2.75 - 3.09）、4.18（95%置信区间，3.98 - 4.38）和 -1.30（95%置信区间 = -1.56，-1.04）。
所研究的学生期望水平高于当前教育服务质量。他们的期望与当前质量之间存在明显差异，这需要管理人员在各个方面努力提高质量，并且可以通过适当的培训规划以及对高校员工进行赋能培训来采取有效措施提高教育服务质量。
