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Table 2 Mean level of the students perceptions, expectations and service gaps in all of SERVQUAL items

From: Quality gap of educational services in viewpoints of students in Hormozgan University of medical sciences

Items P* E** Service Gaps Paired T-Test
     t P
Assurance
1. Facilitating discussion and interaction about lessons in class 3.36 4.08 -0.72 -10.4 <0.001
2. Qualifying students for future job 2.98 4.24 -1.26 -16.4 <0.001
3. Accessibility of faculty members outside of class to Answer students' questions 3.07 3.80 -0.73 -9.40 <0.001
4. Accessibility of adequate references to increase students' professional knowledge 3.38 4.20 -0.81 -11.1 <0.001
5. Faculty members professional knowledge adequacy 3.39 4.32 -0.93 -13.5 <0.001
Responsiveness
6. Supervisors accessibility when students need them 3.00 4.03 -1.03 -11.7 <0.001
7. Easy accessibility of administrators for students to express views about the curriculum 2.45 3.86 -1.41 -16.5 <0.001
8. Considering students' views and suggestions in curriculum 2.40 3.92 -1.51 -17.6 <0.001
9. Introducing suitable references to students for reading 3.38 4.08 -0.70 -9.80 <0.001
10. Declaring hours that students can refer to faculties to talk about educational problems 2.70 3.73 -1.03 -12.6 <0.001
Empathy
11. Assigning suitable and relevant homework 3.10 3.64 -0.54 -7.10 <0.001
12. Faculty members flexibility when exposing to specific conditions of each student 2.77 4.04 -1.27 -15.1 <0.001
13 Convenience of class hours 2.99 4.06 -1.07 -12.8 <0.001
14. Existence of silent and convenient place in school for reading 2.98 4.03 -1.05 -12.7 <0.001
15. Respectful treatment of school staff with students 3.03 4.04 -1.00 -11.7 <0.001
16. Respectful treatment of faculty members with students 3.56 4.35 -0.79 -12.3 <0.001
Reliability
17. Presenting educational content regularly and relevant 3.43 4.16 -0.72 -10.6 <0.001
18. Informing students concerning the result of examinations 3.07 3.79 -0.72 -9.60 <0.001
19. Presenting materials and content understandably 3.26 4.28 -1.01 -15.2 <0.001
20. Gaining higher scores if students attempt more 3.43 4.05 -0.61 -7.90 <0.001
21. Recording students' educational documents without mistake 3.54 3.98 -0.43 -6.10 <0.001
22. Easy accessibility of available references in university 3.45 4.23 -0.78 -11.1 <0.001
23. Fulfilling responsibilities by faculty members and staff in the promised time 3.39 4.05 -0.66 -9.60 <0.001
Tangibles
24. Neat ant professional appearance of faculty members and staff 3.51 3.86 -0.35 -4.70 <0.001
25. Visual appealing and comfort of physical facilities 2.40 3.93 -1.53 -17.8 <0.001
26. Material and educational equipment being up to date 3.33 4.10 -0.77 -10.5 <0.001
27. Visual appealing of teaching tools 3.15 3.86 -0.71 -9.40 <0.001
  1. *Perception **Expectation.