Evaluating educational service quality among dentistry and nursing students with the SERVQUAL model: A cross-sectional study

Abstract

Objectives: This study was aimed at evaluating the quality of educational services among dentistry and nursing students through use of the SERVQUAL model. Additionally, the effects of education sector, country, gender, and academic year on the quality of education services were studied. Methods: A convenience sampling technique was used in this cross-sectional study to recruit 528 dentistry and nursing students in governmental and private sectors from Egypt and KSA. Data were collected through two self-administered questionnaires. The first questionnaire included participants’ demographic characteristics, whereas the second questionnaire collected data on educational service quality by using the five-dimension SERVQUAL tool. Results: The total mean score for quality of education was 3.65. The mean reliability score was highest among all quality dimensions (3.79). A significant positive linear association was observed between the quality of education and educational sector, field of study, country, and academic year. Conclusion: Students’ perceptions of educational service quality were above average. Field of study had the largest main effect on the quality of educational services. Additionally, academic year, educational sectors, and country significantly influenced the quality of educational services.