ENTREPRENEURSHIP EDUCATION SERVICE QUALITY IN UNIVERSITIES BASED ON SERVQUAL MODEL

Abstract

Educational service quality is determined by investigating the gap between students’ expectations (desired status) and perceptions (status quo). This study aimed at evaluating the quality of entrepreneurship education services in universities of Kermanshah, Iran based on the SERVQUAL model. The present study is practical research in terms of objective and it is a cross-sectional survey in terms of data collection. The study population of 212 involved undergraduate students of an agricultural college who have taken an entrepreneurship course as an elective. Based on the Morgan Table 132 students were randomly investigated. Data were gathered through a standard SERVQUAL questionnaire containing 22 items about 5 dimensions of physical, responsiveness, empathy, reliability, and assurance. The results indicate that the highest service quality gap was in the responsiveness dimension (-1.916), followed by assurance and guarantee (-1.701), empathy (-1.039) and reliability dimensions (-1.015) with the smallest gap in the physical dimension (-0.718).