Document Type : Research Paper


1 Assistant Professor of Sport Management, University of Arak

2 Ph. D Student of Sport Management, Tarbiat Modares University


The purpose of this study was to assessing service quality at the sport science department service quality in Arak University based on integrated approach include Servqual, Kano and Quality Function Deployment (QFD). The study was a descriptive-survey research. The population included all sport sciences students of arak University which the samples were selected by Stratified random sampling (n=108). The standard questionnaire (Servqual) were used for students’ perceptions (α=0.92) and expectations (α=0.96) from the service quality. Based on Servqual questionnaire, the Kano questionnaire (α=0.96) was used to identify student needs. Also, QFD model was used to identify technical characteristics of quality. The data was analyzed by Wilcoxon and Friedman tests.The results demonstrated that service quality in sport science department were moderate, and in each of the six Servqual dimensions there was a significant difference (negative quality gap) between perceptions and expectations of students. The most gap was in the tangibles and the least gap was in the validity dimensions. Based on data, 20 important student’s needs such as appropriate sport facilities, instructional and administrative spaces, and appropriate laboratory and 12 service quality technical characteristics such as appropriate responsiveness of staff, adequate physical spaces, and adequate supplies information technology to improve service quality were determined. In general, students were not satisfied with the quality of services of sports sciences department. It seems, Implementation of research findings can improve service quality and students satisfaction.


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