How Can We Effectively Evaluate the Quality of Services and Enhance Satisfaction in Physical Education Courses for Iranian University Students Throughout the Years?

NIAZITABAR, MARYAM; Memari, Zhaleh; Mohammadi, Fatemeh; Saadati, Mahsa

doi:10.22098/rsmm.2025.16177.1430

How Can We Effectively Evaluate the Quality of Services and Enhance Satisfaction in Physical Education Courses for Iranian University Students Throughout the Years?

Document Type : Original Article

Authors

¹ Sport Management Department, Sport Sciences Faculty, Alzahra University, Tehran, Iran.

² Department of Sports Management, Faculty of Physical Education and Sport Science, Alzahra University, Tehran, Iran.

³ Statistical methods and demographic modelling, National institute of population research

10.22098/rsmm.2025.16177.1430

Abstract

Purpose : This study aimed to identify the difference between the expectations and perceptions of management and students regarding the quality of services provided by physical education courses 1 and 2.

Methods : This research was conducted through a descriptive survey, in which the statistical population included staff and students who have taught, served, or studied the physical education course during the second semester of the academic year 2022-2023 at Alzahra University. The sample size included 100 students and 25 staff. The research tool was the SERVQUAL questionnaire with 22 items. The data was analyzed using SPSS software.

Results : Results revealed a significant difference between students' satisfaction levels regarding the overall quality of services and the five dimensions. Expectations and perceptions among staff and students, except for the dimensions of responsiveness and empathy in expectations and the dimensions of reliability and assurance in perceptions, are consistent. This adaptation of expectations and perceptions indicates that the sports sciences faculty has not fully satisfied the students. Emphasizing students' perceptions shows that the faculty excels in responsiveness.

Conclusion : The identified gaps in service quality dimensions can guide planning to achieve university service quality goals. Therefore, it is recommended that the dimensions with the most significant gaps be prioritized, and that more effort be devoted to enhancing service quality and student satisfaction by periodically reviewing the performance of program managers and ensuring compliance with the guidelines.

Keywords