Journal of Archives in Military Medicine

Published by: Kowsar

Evaluating the Educational Services Quality of a Military Medical University (SERVQUAL Model): A Descriptive Analytic Study

Hasan Misaii 1 , Alireza Khoshdel 2 , Armin Zareiyan 3 and Mojgan Mohammadimehr 4 , *
Authors Information
1 AJA University of Medical Science, Tehran, Iran
2 Department of Social Medicine, Medical Faculty, AJA University of Medical Science, Tehran, Iran
3 Department of Nursing Education, AJA University of Medical Science, Tehran, Iran
4 Department of Laboratory Sciences, Paramedicine Faculty, AJA University of Medical Science, Tehran, Iran
Article information
  • Journal of Archives in Military Medicine: 7 (1-2); e92129
  • Published Online: July 13, 2019
  • Article Type: Research Article
  • Received: April 10, 2019
  • Revised: June 28, 2019
  • Accepted: June 29, 2019
  • DOI: 10.5812/jamm.92129

To Cite: Misaii H, Khoshdel A, Zareiyan A, Mohammadimehr M. Evaluating the Educational Services Quality of a Military Medical University (SERVQUAL Model): A Descriptive Analytic Study, J Arch Mil Med. Online ahead of Print ; 7(1-2):e92129. doi: 10.5812/jamm.92129.

Copyright © 2019, Journal of Archives in Military Medicine. This is an open-access article distributed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License ( which permits copy and redistribute the material just in noncommercial usages, provided the original work is properly cited.
1. Background
2. Objectives
3. Methods
4. Results
5. Discussion
  • 1. Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J Retail. 1988;64(1):12-40.
  • 2. van Schalkwyk RD, Steenkamp RJ. Service quality – cases of private higher education institutions explored. Corporate Ownership Control. 2014;11(2-4):402-14. doi: 10.22495/cocv11i2c4p5.
  • 3. Khamis K, Njau B. Patients' level of satisfaction on quality of health care at Mwananyamala hospital in Dar es Salaam, Tanzania. BMC Health Serv Res. 2014;14:400. doi: 10.1186/1472-6963-14-400. [PubMed: 25230739]. [PubMed Central: PMC4263110].
  • 4. Dabholkar PA, Thorpe DI, Rentz JO. A measure of service quality for retail stores: Scale development and validation. J Acad Market Sci. 1996;24(1):3-16. doi: 10.1007/bf02893933.
  • 5. Papanikolaou V, Zygiaris S. Service quality perceptions in primary health care centres in Greece. Health Expect. 2014;17(2):197-207. doi: 10.1111/j.1369-7625.2011.00747.x. [PubMed: 22296402]. [PubMed Central: PMC5060715].
  • 6. Mansori S, Vaz A, Ismail ZMM. Service quality, satisfaction and student loyalty in Malaysian private education. Asia Soc Sci. 2014;10(7). doi: 10.5539/ass.v10n7p57.
  • 7. Zareinejad M, Kaviani MA, Esfahani MJ, Takamoli Masoule F. Performance evaluation of services quality in higher education institutions using modified SERVQUAL approach with grey analytic hierarchy process (G-AHP) and multilevel grey evaluation. Decis Sci Lett. 2014;3(2):143-56. doi: 10.5267/j.dsl.2013.12.002.
  • 8. May C, Viljoen P. Service quality at a South African university: An exploratory study. Mediterranean J Soc Sci. 2014;5(20):882-7. doi: 10.5901/mjss.2014.v5n20p882.
  • 9. Panda K, Kondasani R. Assessing customers' perceived service quality in private sector banks in India. Serbian J Manag. 2014;9(1):91-103. doi: 10.5937/sjm9-4511.
  • 10. Choudhury K. Service quality and customers’ complaining behavior: A study of the Indian banking sector. Serv Market Q. 2014;35(2):123-37. doi: 10.1080/15332969.2014.885361.
  • 11. Tan KC, Kek SW. Service quality in higher education using an enhanced SERVQUAL approach. Qual High Educ. 2004;10(1):17-24. doi: 10.1080/1353832242000195032.
  • 12. Cronin JJ, Taylor SA. Measuring service quality: A reexamination and extension. J Market. 2018;56(3):55-68. doi: 10.1177/002224299205600304.

Featured Image:

Creative Commons License Except where otherwise noted, this work is licensed under Creative Commons Attribution Non Commercial 4.0 International License .

Search Relations:



Create Citiation Alert
via Google Reader

Readers' Comments