Volume 27, Issue 135, May 2023

Lived experiences of management intern nursing students in the clinical settings of the quality of educational services using the SERVQUAL model: A descriptive phenomenology study

Azizollah Arbabisarjou¹, Mehrangiz Ghabimi², Nazanin Yousefian Miandoab³, Abdolghani Abdollahi Mohammad^4♦

¹Associate Professor, Department of Nursing Management, School of Nursing and Midwifery, Community Nursing Research Center, Zahedan University of Medical Sciences, Iran
ORCID: 0000-0003-2516-3175
²PhD student in Nursing, Faculty of Nursing and Midwifery, Birjand University of Medical Sciences, Birjand, Iran
ORCID: 0000-0002-3018-6876
³Instructor of Medical Surgical Nursing, Department of Nursing, School of Nursing and Midwifery, Community Nursing Research Center, Zahedan University of Medical Sciences, Zahedan, Iran
ORCID: 0000-0002-2614-2918
⁴Associate Professor, Department of Medical- Surgical Nursing, School of Nursing and Midwifery, Zabol University of Medical Sciences, Iran
ORCID: 0000-0002-7929-5539

^♦Corresponding author
Associate Professor, Department of Medical- Surgical Nursing, School of Nursing and Midwifery, Zabol University of Medical Sciences, Iran
ORCID: 0000-0002-7929-5539

ABSTRACT

SERVQUAL model is a popular remarkable tool for assessing the quality of educational services. The main of this research is exploring lived Experiences of Management Intern Nursing Students in the Clinical Settings of the Quality of Educational Services Using the SERVQUAL Model. Methods: This is a qualitative study was conducted by using a phenomenological approach. The study population consisted of the 8th semester nursing students spending management internships in the wards of teaching hospitals of Zabol and Zahedan located in southeastern Iran. The study participants were selected by using both the convenience sampling and the purposeful sampling. The participants were 22 eligible students. Interviews were conducted in a secluded and open environment for collected data. Results: The analysis results of the interviews can be divided into five main themes and 15 sub-themes. Main themes are Conflict over physical resources, the inadequacy of facilities and equipment, Lack of coordination among employees, Challenges of responsiveness in the ward, Conflict in confidence, Double empathy. Conclusion: It is therefore recommended that research to be conducted in several teaching hospitals with different facilities at the same time in order to generalize the results.

Keywords: Lived Experiences, Management Intern Nursing Students, Educational Services, SERVQUAL

Medical Science, 2023, 27, e227ms2996

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DOI: https://doi.org/10.54905/disssi/v27i135/e227ms2996

Published: 20 May 2023