نوع مقاله : مقاله پژوهشی
نویسندگان
گروه مدیریت، دانشکده علوم اقتصادی و اداری، دانشگاه قم، قم، ایران
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسندگان [English]
With the expansion of competition among universities and higher education institutions to attract international students, the quality of educational services, as a core competency, can create a competitive advantage for universities. The aim of the present study is to examine the quality of educational services provided to Arabic-speaking international students at Qom University, as one of the leading universities in attracting international students, based on the SERVQUAL model. This research is an applied study that uses a survey strategy. The data collection tool is the SERVQUAL questionnaire, whose reliability was confirmed using the Cronbach's alpha coefficient. The statistical population of this study includes Arabic-speaking international students studying at Qom University in the academic year 1402-1403, from which a sample of 281 students was selected. To analyze the data, paired t-tests, independent t-tests, and ANOVA were used with SPSS software version 22. The findings showed that there is a gap between the perceptions and expectations of these students in all dimensions of educational service quality, with the responsiveness dimension showing the largest gap, followed by reliability, empathy, assurance, and tangibles, respectively, in terms of the gap magnitude. Furthermore, the study results indicated that there was a significant difference in students' perceptions and expectations of the dimensions of educational service quality based on age, but no significant differences were found based on gender or educational level. In addition, regarding the faculty of study, there was a significant difference in students' perceptions, but no significant difference in their expectations.
کلیدواژهها [English]
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