Scope and objectives of the study The study aimed at determining the quality of general education services that higher learning institutions provide to students. The degree of quality in tutoring that teachers and facilitators of higher learning institutions offer were one of the objectives of the study while employing the SEQUAL analysis technique. The sports area was another target, where it involved the rating of the students’ contentment on the sports services. The study also involves evaluation of the quality of these services among students, to determine their current view of the services and future expectations of the same.
From the objectives, the scope of the study touches on the general services that institutions offer and test on their extent of reliability, responsiveness assurance, and empathy in order to attain quality. The study limits the extent of research to technical colleges, private universities, and public universities in Iran such as the University of Sistan and Baluchestan in Iran, and only services that the institution offers in relation to the student. The study also limits its scope to the SERVQUAL approach of analysis and not any other model.
According to the study, departments within institutions also participate in the study where the research obtains information. Having to collect information from higher learning institutions means that there is a wide range of data since the students include those in technical institutions and postgraduate students. Methodology The study involves explanations and expressive models, employing different methods of data collection, and a cross-sectional assessment of ideas. Participants include students of different universities and colleges within the area of study. The study opts for self-administration of questionnaires to students (customers) as the most effective method for the relevant data of the study since the response records positive, three-quarters of the questionnaires were collected back.
It does not involve telephone calls, online surveys, emails, or all of them. The methods are time-consuming compared to the self-administration. Self-administration ensures efficiency, saving of time, and cost efficiency since hiring assistants for the administration procedure means cash outflow and sending questionnaires to participants may lead to delays in delivery, and at times they might never send them back. The study samples the students using the stratified random sampling method to attain an adequate number of participants for the exercise. The questionnaires that the study uses are closed with a limited illustration of the participants’ perception since it employs the Linkert scale which is seven-point for scaling the responses within the questionnaires with ratings ranging from strongly oppose and strongly agree.
Assuming that having open questionnaires would take more time for analyzing the responses since the sample size is large including students of large institutions, closed-ended questions serve better in this case, however, it limits the responses that the students give.
The study involves no interviews in any case. However, the Linkert scale gives exactly to what extent the students feel satisfied or dissatisfied with the services they obtain. Analysis of data employs the T-test method of analysis since the data takes a normal distribution pattern and by means of the Linkert scale, the scaling term is known. The survey method saves the duration of the study and ensures efficiency. Findings The findings of the study illustrate the five different aspects of the SERVQUAL approach.
The study records the findings statistically in terms of regression, standard deviation and mean
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