5. Discussion
This study is the first in its kind in Iran, by means of
its difference from most other studies employing a longitudinal
design for two main educational groups of
service providers including faculty members and educational
experts, from students’ perception for its quality
of educational services. Findings indicated that around
eight out of tem students’ expectation from educational
services didn’t meet and there was a negative gap at all
items in all five dimensions of service quality. Moreover,
there were more negative gap for educational experts
compare to faculty members that were as major finding
of this study. This gap in all dimensions indicates a lake
of students’ expectations, which imply students’ nonsatisfaction,
and thus a need to quality improvement
in all aspects of educational services. Finding from this
study shows that there’s a negative gap among five qualitative
dimensions of educational services by students
and imply that current educational services did not meet
in any range of student expectations in all dimensions.
Focusing on faculty members, most of the students had
negative gap in empathy and few students had negative
gap on reliability and assurance.