Introduction: Today, the issue of service quality has become an important factor for the growth, success and sustainability of organizations. The quality of services and improving the quality of educational programs in the higher education system is also very important, so that it has become one of the important concerns of the officials of educational centers. The aim of this study was to evaluate the educational services of Shushtar University of Medical Sciences from the perspective of students using the SERVQUAL questionnaire in the course of COVID-19.
Materials & Methods: This cross-sectional study was performed on 225 students of Shushtar University of Medical Sciences (2020). The study tools were demographic information and SERVQUAL questionnaire. Due to the non-
normality of the data, Mann-Whitney and Kruskal Wallis tests were used. Significance level was considered 0.05, while Data analysis was performed using SPSS software version 22.
Results: The results showed that there is a negative gap in all dimensions of the questionnaire, which means that
there is a gap between the quality of the current situation and the quality of the desired situation. The highest mean is related to the guarantee dimension (-1.24 ± 1.25) and the lowest is related to the tangible dimension (-0.91 ± 1.03). The mean score of the gap in five dimensions (service guarantee, accountability, employee empathy, service assurance and tangible service) were statistically significant for the variables of age, marital status and field of study (p-value <0.001).
Conclusion: Given the current situation and crisis, by raising the quality of virtual education, a long and new step
can be taken in the development of student education. The findings of the present study showed that students' expectations from the services received in five dimensions of the quality of educational services were not fully met.
Due to the current situation and crisis, a high and new step can be taken in improving the students'education by raising the quality of virtual education.