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Safa P, Jafari E, Babaee Hemmati Y, Falahchai M. Analysis of Educational Service Quality in the Faculty of Dentistry at Guilan University of Medical Sciences: A SERVQUAL Model Study. JGUMS 2025; 34 (2) :142-157
URL: http://journal.gums.ac.ir/article-1-2775-en.html

Background Evaluating the quality of educational services in dental schools is essential for academic improvement. Prior studies in Iran using the SERVQUAL model have consistently revealed gaps between students’ expectations and perceptions. 
Objective this study assesses the quality of educational services at the Faculty of Dentistry, Guilan University of Medical Sciences, using the SERVQUAL model.
Methods This analytical cross-sectional study, conducted in 2025, included 275 dental students (years 2–6) from the Rasht and Anzali Campuses in Iran. A validated three-part SERVQUAL questionnaire was used (demographics, 27 perception items, and 27 expectation items across five dimensions). Validity and reliability were confirmed (content validity ratio= 88%, content validity index= 92%, and Cronbach’s α>0.78). The data were analyzed using SPSS-28 along with t tests, analysis of variance, and the Spearman correlation (α=0.05).
Results The mean perceived quality was 2.71±0.77, the expected quality was 3.78 ± 0.94, and the total quality gap was -1.06±1.17. The largest gap was observed in tangibles, likely due to inadequate infrastructure and outdated tools, while the smallest was in assurance, reflecting greater trust in staff competence. The quality gap was significantly lower in males than in females (P<0.05). Additionally, as the academic year increased, both perceived quality (r=0.17, P=0.005) and the quality gap (r=0.12, P=0.043) increased, possibly due to adjusted expectations or greater familiarity with the system.
Conclusion Educational service gaps were present across all dimensions. Institutions should prioritize upgrading resources, improving staff responsiveness, and conducting regular evaluations aligned with student feedback.