Document Type : Research Paper
Author
Assistant Professor of Sport Management, University of Guilan
Abstract
The purpose of this study was to investigate the service quality in physical education faculty and compare it with other faculties of University of Guilan and determining the effect of it on their reputation. The research method was descriptive- analytical. The study population was included all students of University of Guilan in 2014-2015 and 2015-2016 educational years (3834 students) and with using simple stratified random 460 students were selected as statistical sample. The instruments were reputation questionnaire (Fombrun, 1996) andthe questionnaire of expected and received service quality based on SERVQUAL model (1985). Face and content validity of the questionnaire approved by 15 professors and the reliability of the questionnaire calculated with Cronbach's alpha coefficient 0.86 and 0.85 respectively. One-way ANOVA test and Structural equation method was used for analyzing the data. The results showed that although there was no significant difference between the faculties of University of Guilan in service quality, but physical education faculty in reliability was in higher place than any other faculties and in both dimension of responsivenessandassurance was in the lower place. Also, service quality has positive and meaningful effect on reputation of the faculties. It seems to improve the quality of offered services and increase the reputation of the faculties of University of Guilan, especially, the Physical Education faculty, it is necessary that the officials have a especial attention to the quality of teaching and research services of faculty, facilitating and improving the relations of staff and faculty members with students, considering to equipment, facilities and invironments, and creating a sense of trust and confidence in students.
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