Identifying Key Indicators of Educational Service Quality in Islamic Azad University

Abstract

The aim of this study was to identify key indicators of educational service quality at Islamic Azad University. This qualitative study employed semi-structured interviews as the primary data collection tool. The study population consisted of Islamic Azad University faculty members with managerial or research experience in educational service quality, selected through purposive sampling. Theoretical saturation was reached with five participants, and data were analyzed using NVivo software and qualitative content analysis. The findings indicated that key indicators of educational service quality encompass five main dimensions: outcome-based indicators (student achievements and societal/professional impact), process-based indicators (adherence to academic and ethical standards, and transparency in educational processes), student experience indicators (student satisfaction, responsiveness to needs, and intellectual safety), skill-based indicators (practical training and career support), and personal and social growth indicators (character development and comprehensive educational services). The results revealed that improving educational service quality at Islamic Azad University requires attention to multiple indicators, each playing a crucial role in student experience, academic success, and professional development. It is recommended that university administrators enhance quality through practical educational programs, career support, and comprehensive services.