Service Quality in Pedagogical Training Programs on SERVQUAL base Model
Athanasiadis Anastasios, Papadopoulou Vasiliki, Iordanidis George

Abstract
Teachers in order to offer and upgrade the quality of their work require to receive high quality educational services during their initial and continuing training. High educational service quality is being achieved by a customer-oriented approach. The core base of this customer-oriented approach is teachers’ expectations in which educational institutions should rely on. Investigation of quality services, in a pedagogical training program, was the main target of this paper. 101 teachers participated in the survey. From the gap analysis emerged that the perceptions of learners, in relation to their initial expectations, regarding the quality of educational services, outnumbered in all quality dimensions of the measuring tool, with that of "Assurance" (-0.18) and "Responsiveness" (-0.16) to present the highest deviations. However, overall candidate teachers seemed satisfied with the services provided as the weighted index EppaikQual (-0.12) was borderline negative.

Full Text: PDF