Perceptual Gap Analysis of the Quality of Educational Services Provided to Arabic-Speaking International Students at Qom University Based on the SERVQUAL Model

Document Type : Original Article

Authors

1 Department of Management, Faculty of Economic and Administrative Sciences, University of Qom, Qom, Iran

2 Department of Management , Faculty of Economic and Administrative Sciences, University of Qom, Qom, Iran.

10.22091/jrim.2025.11554.1120

Abstract

With the increasing 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 was to investigate the quality of educational services provided to Arabic-speaking international students at the University of Qom, one of the leading universities in attracting international students, using the SERVQUAL model. This study was an applied study that employed a survey strategy. The data collection instrument was the SERVQUAL questionnaire, whose reliability was assessed using Cronbach’s alpha coefficient. The statistical population consisted of 1,325 Arabic-speaking international students studying at the University of Qom during the 2023–2024 academic year (1402–1403 in the Iranian calendar). According to the Krejcie–Morgan table, the required sample size was 302 participants. However, due to existing circumstances, including the limited physical presence of international students at the university, the lack of recruitment of new international students at that time, difficulties in coordinating with administrators to distribute the questionnaires, and some students’ unwillingness to participate or insufficient care in completing the questionnaires, a sample of 281 students was selected. Paired-samples t-tests, independent-samples t-tests, and ANOVA were used to analyze the data using SPSS version 22. The results showed gaps between students’ perceptions and expectations across all dimensions of educational service quality, with the largest gap observed in responsiveness, followed by reliability, empathy, assurance, and tangibles. The findings also revealed significant differences in students’ perceptions and expectations regarding educational service quality based on age, but no significant differences based on gender or level of study. In addition, significant differences were found in perceptions based on faculty of enrollment, whereas no significant differences were found in expectations. Universities can attract international students by meeting their needs and expectations regarding educational service quality and improving the quality of their services. These efforts can contribute to the Ministry of Science’s plan to place Iran among the top 10 countries in attracting international students, support economic development, and improve international students’ perceptions of Iran, which has a long and distinguished scientific history.

Keywords

References

 
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Research In Instructional Methods
Volume 4, Issue 2 - Serial Number 14
November 2026
Pages 23-42

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History

  • Receive Date: 28 October 2024
  • Revise Date: 29 November 2025
  • Accept Date: 17 December 2025

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