Assessing the Expectations and Perceptions of Nursing Students regarding the Educational Services in a School of Nursing and Midwifery Based on the SERVQUAL and Kano Models: A Case Study. Issue 1 (2nd January 2022)

• Record Type: Journal Article
• Authors: Tehranineshat, Banafsheh; Naderi, Zeinab; Momennasab, Marzieh; Yektatalab, Shahrzad
• Is Part Of: Hospital topics. Volume 100:Issue 1(2022)
• Page Start: 26
• Page End: 34
• Publication Date: 2022-01-02
• Subjects: Quality -- satisfaction -- SERVQUAL -- Kano model -- students; Hospitals -- Administration -- Periodicals; Hospitals -- Periodicals; 362.11068
• DOI: 10.1080/00185868.2021.1913080
• Languages: English
• ISSNs: 0018-5868

Abstract

Abstract: This study determined the gap between student expectations and perceptions to achieve a relatively accurate description of student satisfaction. Student expectations and perceptions regarding educational services across a number of different dimensions were evaluated using SERVQUAL model, and the nature of each educational factor was determined using the Kano model. Three characteristics of 30 educational services indicators were placed in the cluster of students' basic needs, 26 characteristics were placed in the performance and one-dimensional needs cluster, and one characteristic was placed in the neutral needs cluster. No characteristics were put in the cluster concerning the motivational needs of students.