In this study, a total of 102 students in 5 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. The results demonstrated that in all of the five SERVQUAL dimensions, there was a negative quality gap (p < 0.05). Also responsiveness was the most important dimension for the students but had the largest gap. So, improvements are necessary and university must pay more attention to the students requirements. There was limitation in this research because the current research was conducted among international branch of Amirkabir university. So, the results are limited to these faculty, not to the whole of the university. Also there were many questions in the questionnaire which makes the students tired and impatient. There are limited researches that consider service quality in the Iranian higher education. However, for the first time, the service quality of international branch of Amirkabir university was measured by the SERVQUAL in this research.

No abstract

Purpose -The purpose of this paper is to determine the quality gap of university services in the behavioral science faculties of the University of Tehran (Iran). Design/methodology/approach -In the current research, 300 students of five behavioral science faculties -Psychology and Educational Science, Social Science, Economics, Physical Education and Sport Science, Management, Entrepreneurship -in the University of Tehran (Iran), were chosen randomly and completed the SERVQUAL questionnaire. This questionnaire consists of two parts regarding customer's perceptions and expectations about the quality of service. SERVQUAL questionnaire measures the five aspects of service which include assurance, responsiveness, empathy, reliability and tangibles. Therefore, the quality gap of the services of behavioral science faculties was determined according to differences between the students' perceptions and expectations. In order to analyze research data, descriptive statistics, t-Student and ANOVA analysis were conducted. Findings -The results demonstrated that in three of the five SERVQUAL dimensions (tangibles, reliability, and empathy), there was a negative quality gap ( p , 0.05). Thus, improvements are needed across three above-mentioned dimensions. Also, there were no significant differences between perceptions and expectations of students based on their gender, degree and field of study.Research limitations/implications -The current research was conducted among behavioral science faculties of the University of Tehran, so the results are limited to these faculties, not to the whole university. Originality/value -There are limited researches that consider service quality in Iranian higher education. However, for the first time, the service quality of behavioral science faculties of the University of Tehran was measured by the SERVQUAL in this research.

PurposeThe purpose of this paper is to design a talent-based model for recruiting faculty members at regional comprehensive universities in Iran.Design/methodology/approachTo achieve the purpose, grounded theory approach was used. The research population consisted of all experts in the field of higher education in Iran. Nineteen experts were selected through purposeful sampling by Snowball method and based on theoretical saturation. To collect the data, a semi-structured interview was used and for the data analysis, a thematic analysis technique was applied.FindingsThe findings showed that the model for recruiting the faculty members in Iranian regional universities included four components: Personal Characteristics, Professional Capabilities, Behavioral Capabilities and Cognitive Capabilities.Practical implicationsThis research identified the recruiting components and its results can be used to recruit capable faculty members purposefully and in accordance with the Iranian academic strategic plan. The method of this study can be applied in other applied fields as well.Originality/valueThis study adds to the authors' knowledge about recruiting of the faculty members and also the factors that can be helpful in a talent-based selection. Therefore, in order to have capable faculty members, universities should make an effort to identify relevant components and design a comprehensive model to recruit more capable faculty members.

No abstract