Authors
1
Bachelor, Department of Medical Education, School of Medicine, Mashhad University of Medical Sciences, Iran
2
Assistant Professor, PhD in Nursing, Department of Medical Education, School of Medicine, Mashhad University of Medical Sciences, Mashhad, Iran.
3
PhD, Vice Chancellor for Health, Mashhad University of Medical Sciences, Mashhad, Iran.
4
Professor, PhD in Pediatric Dentistry, Department of Medical Education, School of Medicine, Mashhad University of Medical Sciences, Mashhad, Iran
,
Document Type : Original Article
Abstract
Introduction: Due to the importance of training, organizations strive to provide opportunities for the growth and development of their employees, so that they can achieve their missions and goals. Therefore, it is necessary to pay attention to training employees to improve their performance and increase their efficiency. This study examines the quality of in-service educational services to employees working in comprehensive health centers in Mashhad.
Materials & Methods: This descriptive-analytical study was conducted in October 2017. The statistical population included 1795 employees in comprehensive health service centers in Mashhad in all occupations. The research instrument included a researcher-made questionnaire whose validity and reliability were confirmed by experts. Kolmogorov-Smirnov test, spearman test, Wilcoxon test, and Mann-Whitney test were used to analyze the data.
Results: a significant gap was found between the perceptions and expectations of the staff of comprehensive health centers in all five dimensions of the quality of in-service training services, i.e. tangible dimension (0.95), confidence dimension (0.94), accountability dimension (0.85), guarantee dimension (0.81) and the dimension of empathy (0.74). The level of expectations was higher than perceptions.
Conclusion: The results of this study indicate that there is a gap between the perceptions and expectations of employees in all dimensions. It was also found that the largest gap was in the tangible and reliable dimension. Determining the gap in the quality of in-service educational services can be a good basis for planning, prioritizing, and deciding on the allocation of resources needed to improve education.it is suggested that city health centers allocate resources and try to solve problems and improve the quality of education. The dimensions with the most gaps should be given priority.
1. Alves A, Vieira A. SERVQUAL as a
marketing instrument to measure service quality in
higher education institutions. Proceedings of the
2nd International Conference; Poland2006.
2.Caruana A, Ewing MT, Ramaseshan B.
Assessment of the three-column format
SERVQUAL: An experimental approach. Journal
of business research. 2000;49(1):57-65.
.3 Grugulis I. Skills, training and human resource
development: a critical text. Basingstoke:
Macmillan International Higher Education; 2006.
.4 Simonin BL, Özsomer A. Knowledge processes
and learning outcomes in MNCs: an empirical
investigation of the role of HRM practices in
foreign subsidiaries. Human Resource
Management: Published in Cooperation with the
School of Business Administration, The University
of Michigan in alliance with the Society of Human
Resources Management. 2009;48(4):505-30.
.5 Donohue B, Allen DN, Romero V, Hill HH,
Vasaeli K, Lapota H, et al. Description of a
standardized treatment center that utilizes
evidence-based clinic operations to facilitate
implementation of an evidence-based treatment.
Behavior modification. 2009;33(4):411-36.
.6 Abbasian M, Chaman R, Mousavi SA, Amiri M,
Taromsari MG, Maleki F, et al. Gap Analysis
between Student's Perceptions and Expectations of
Quality of Educational Services Using Servqual
Model Qom University of Medical Sciences
Journal. 2013;7(2):2-9.
7. Zarei, Alijanzadeh, Moosazadeh. An Evaluation
of Educational Service Quality Gap in the Faculty
of Health at Shahid Beheshti University of Medical
Sciences: Using SERVEQUAL Techniques.
Journal of Medical Education Development.
2016;8(20):39-49.
8 PRADANA AW. analisa kepuasan peserta
training in house pada divisi engineering PT.XYZ
menggunakan metode SERVQUAL and
importance-performance analysis: Universitas
Mercu Buana Jakarta; 2019.
9 Gilavand A. Quality Assessment of Staff in-
service training from View Points of Employees
Ahvaz Jundishapur University of Medical
Sciences. Future of medical education journal.
2016;6(2):42-6.
10 Mortezapour R. Assessing the Quality of
Service Providing by the Mellat Bank Training
Center on the Servqual Model. Journal of New
research approaches in management and
accounting. 2019;3(19):20-9.
11 Nobakh.M, Gholami H, Emadzadeh A, Momeni
Rad S. A survey on the quality of Master of
Medical Education e-learning Course at Mashhad
University of Medical Sciences. The Journal of
Medical Education Development. 2017;11(4):287-
300.
12 Anarinejad A, Mohammadi M. The practical
indicators for evaluation of e-learning in higher
education in Iran. Interdisciplinary Journal of
Virtual Learning in Medical Sciences.
2014;5(1):11-25.
13 Ozer B. In-service training of teachers in Turkey
at the beginning of the 2000s. Journal of in-service
Education. 2004;30(1):89-100.
14 Bayrakcı M. In-service teacher training in Japan
and Turkey: A comparative analysis of institutions
and practices. Australian Journal of Teacher
Education. 2009;34(1):2.
15.Chua C. Measuring Service Quality in the
Airline Asiana Using Servqual Model: Master
Thesis, Lulea University of Technology; 2011
)