Measuring university service quality by means of SERVQUAL method

Purpose - The purpose of this paper is to determine university service quality in the International branch of Amirkabir University (Iran).Design methodology approach - In this study, a total of 102 students in five courses (Electronic engineering, Civil engineering, Mechanical engineering, Chemical engineering and MBA) in the international branch of Amirkabir University, were asked to complete a SERVQUAL questionnaire. This questionnaire measured students' perceptions and expectations in five dimensions of service that consists of assurance, responsiveness, empathy, reliability and tangibles. The quality gap of university services was determined based on differences between students' perceptions and expectations.Findings - The results demonstrated that in all of the five SERVQUAL dimensions there was a negative quality gap (p