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Review
. 2017 Apr;46(4):447-455.

The Quality of Educational Services from Students' Viewpoint in Iran: A Systematic Review and Meta-analysis

Ahmad Moosavi  1 , Mohammad Mohseni  2 , Hajar Ziaiifar  3 , Saber Azami-Aghdash  4 , Mahdi Gharasi Manshadi  5 , Aziz Rezapour  6   7
Affiliations
Review

The Quality of Educational Services from Students' Viewpoint in Iran: A Systematic Review and Meta-analysis

Ahmad Moosavi et al. Iran J Public Health. 2017 Apr.

Abstract

Background: 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.

Methods: 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.

Results: 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).

Conclusion: 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.

Keywords: Iran; Meta-analysis; Services quality; Servqual; Student.

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Figures

Fig. 1:
Fig. 1:
Flow diagram for study selection
Fig. 2:
Fig. 2:
The total means score of students’ perception
Fig. 3:
Fig. 3:
The total means score of students’ expectation
Fig. 4:
Fig. 4:
The total means score of Gap between expectations and perceptions
Fig. 5:
Fig. 5:
The mean score of students’ perception, expectations and gap of services quality
See this image and copyright information in PMC

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