چکیده (انگلیسی):

The goal of this study was to determine gaps in perceptions and expectations of students in University of
Tehran using Service Quality Model (SERVQUAL) in 2012 based on a descriptive-analytical study. Study population
consisted of all students in various majors at Tehran University. The participants were selected based on a multistage
sampling. In the first stage, participants were chosen from each school according to ratio-stratified sampling, and then
subjects were selected randomly in each stratum. Sample size was given as 205 regarding 95% confidence, 0.8
standard deviation and 0.1 accuracy. SERVQUAL standard questionnaire was used for data collection. Data was
analyzed via inferential statistical methods including Pearson Correlation coefficient, t-test and Wilcoxon Test using
SPSS. The results showed a gap in all five educational service dimensions. The least gap average was seen in the
tangibility dimensions (5.81) and the highest gap average was for confidence (9). There was a significant difference
between students perceptions and expectations (quality gap) in all five service dimensions (P<0.001). Students’
satisfaction played a significant role in the improved educational service quality, thus it should be attempted to
eliminate or mitigate gaps in current and optimal statuses.