Measuring Service Quality of Islamic Azad University of Mazandaran using SERVQUAL Model

The purpose of the study is to evaluate the service quality of Islamic Azad University of Mazandaran. The study was a descriptive survey. The statistical population consists of all Islamic Azad University students of Mazandaran and ۳۷۳ students were chosen through stratified random sampling method as the sample of the study. The data were collected using the SERVQUAL standardized questionnaire. Data analysis was done through using paired samples t-test and Friedman’s test. The findings of the study showed a significant difference between the students' expectations and perceptions in all five dimensions of service quality and in all dimensions, students’ expectations had a higher level than that of the perceptions. Moreover, the comparison of the five dimensions showed that the students’ perception of the received service quality was not the same, so the highest and the lowest service quality were given to tangibility and empathy, respectively.