Results of the service quality survey of the nursing schools
Journal Title: New Medicine - Year 2012, Vol 16, Issue 1
Abstract
The competitiveness of a service organization is expressed through service quality (Lewis 1989). Good quality services or high client satisfaction is very important to contemporary service organizations (hung 2003). The service quality is important both for public and private businesses and service sectors (Zahari 2008).<br>Therefore, we used SERVQUAL model in our study which looks at the gap between the expectations of the trainees or clients and the perception of actual services they received in order to define and evaluate quality.<br>As the higher education system is rapidly developing in the increasingly globalized world, The universities of highly developed countries like European Union, US, Japan and even China, South Africa, Malaysia, Greece and Iran, are using SERVQUAL model to evaluate their training service quality. Therefore, the purpose of our research was to evaluate quality of training services provided by public nursing schools using SERVQUAL (Model of Service Quality), which is widely used throughout the world.<br>The survey was conducted using random sampling among 545 students studying in 4 urban and rural nursing schools or medical colleges in 2011. all indicators of SERVQUAL model showed in overall negative gap results and the lowest gap result or the least scored dimensions of service quality was empathy(-0.07) and tangibles (-0.08). Total service quality was (0.10) or positive. there was a significant gap (p < 0.001) between the students’ expectations and perceptions in all five indicators of SERVQUAL.<br>The needs and socio-economic status of students enrolled in the nursing schools differ widely depending on the location, whether it is the capital city or rural areas. That is why the expectations of nursing students are different which leads to diverse and contrasting perception gaps on the services they receiver service quality.
Authors and Affiliations
Bolorsaikhan Omboosuren, Otgontsetseg Omboosuren, Purevdorj Tseden, Dalkh Tserendagva
Keywords
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