Dimensions and parameters affecting the quality of higher education Service quality by Internal and externalcustomers

Document Type : Research Paper

Authors

• Somayeh Bahmei ¹
• Taraneh Enayati ²

¹ Ph.D. Graduated, Department of Educational Management, Sari Branch, Islamic Azad university, Sari, Iran

² Associate Professor, Department of Educational Management, Sari Branch, Islamic Azad university, Sari, Iran

Abstract

This study aimed to identify factors affecting the higher educational  services quality in Farhangian university.  The samples of 364students, professors and university employees Fars Farhangian university, who were selected randomly, have been established. The methods used in this study, combined with a pattern of quantity, quality, and using interviews and questionnaires carried out by the researcher. After running processes related to questionnaire design, test validity and reliability (96/.), Completed questionnaires by students, professors and employees of factor analysis was performed. The Factor analysis categorizes indicators in 2dimensions: structural requirements (including: organization and management, curriculum and instruction, tangible, functionality and reliability, growth and social development, validation) and competitive requirements (competence, promoting, empathy).

Keywords

• Quality of service
• higher education
• customer-oriented
• university educators
• internal and external customer

20.1001.1.20086369.1396.8.31.5.3

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