Amiri Mohammad, Shahir-Roudi Erfan, Shahsavar Hajar, Khosravi Ahmad
Department of Public Health, School of Public Health, Shahroud University of Medical Sciences, Shahroud, Iran.
Student Research Committee, School of Public Health, Shahroud University of Medical Sciences, Shahroud, Iran.
BMC Med Educ. 2025 Oct 3;25(1):1351. doi: 10.1186/s12909-025-07988-w.
To ensure sustainable growth, higher education institutions must enhance educational service quality, student satisfaction, and loyalty. In this regard, the present study seeks to evaluate the relationship between educational services quality, students' satisfaction and loyalty at Shahroud University of Medical Sciences (northeast of Iran) in 2023.
This is a cross-sectional study, consisting of 316 medical students which were selected by multi-stage random sampling method. Academic Quality Improvement Program (AQIP), Students' academic satisfaction and Students' Loyalty questionnaires were used. The relationship between the latent and observer variables were analyzed using the structural equation method (SEM).
Majority of students, 229 (72.5%) were female. While the mean score for evaluation of educational services quality was 63.4 ± 14.8, the mean scores for satisfaction with educational services and loyalty to the institution were 29.0 ± 6.6 and 29.2 ± 4 respectively. A significant and direct relationship was observed between the educational services quality score and the satisfaction score (standardized Beta coefficient = 0.83). Our findings revealed no direct association between educational services quality and student loyalty. However, this relationship is mediated by student satisfaction (standardized Beta coefficient = 0.94).
Given the impact of educational service quality on student satisfaction and loyalty, we recommend targeted initiatives to: enhance faculty expertise, meet student needs (educational and services), improve facilities, foster respectful interactions, increase faculty-student engagement, enhance flexibility of curricula, offer academic advising, elevate teaching quality, and upgrade learning spaces and dormitories. We recommend focusing on both weaknesses and strengths, and repeatedly measuring service quality to ensure continuous improvement.
为确保可持续发展，高等教育机构必须提高教育服务质量、学生满意度和忠诚度。在这方面，本研究旨在评估2023年伊朗东北部沙赫鲁德医科大学教育服务质量、学生满意度和忠诚度之间的关系。
这是一项横断面研究，通过多阶段随机抽样方法选取了316名医学生。使用了学术质量改进计划（AQIP）、学生学术满意度和学生忠诚度问卷。采用结构方程法（SEM）分析潜在变量和观测变量之间的关系。
大多数学生（229名，占72.5%）为女性。教育服务质量评估的平均分为63.4±14.8，教育服务满意度和对学校的忠诚度平均分分别为29.0±6.6和29.2±4。教育服务质量得分与满意度得分之间存在显著的直接关系（标准化贝塔系数=0.83）。我们的研究结果显示教育服务质量与学生忠诚度之间没有直接关联。然而，这种关系是由学生满意度介导的（标准化贝塔系数=0.94）。
鉴于教育服务质量对学生满意度和忠诚度的影响，我们建议采取有针对性的举措：提高教师专业水平、满足学生需求（教育和服务方面）、改善设施、促进尊重互动、增加师生互动、提高课程灵活性、提供学业咨询、提升教学质量以及改善学习空间和宿舍条件。我们建议关注弱点和优势，并反复衡量服务质量以确保持续改进。
