ابعاد و مؤلفه‌های اثر گذار در کیفیّت خدمات آموزش عالی از دیدگاه مشتریان داخلی و خارجی

دوماهنامه علمی - پژوهشی رهیافتی نو در مدیریت آموزشی

مقاله 6، دوره 8، شماره 31، آذر و دی 1396، صفحه 101-126   

نوع مقاله: مقاله پژوهشی

نویسندگان

سمیه بهمئی¹؛ ترانه عنایتی^{* 2}

¹دانش‎آموخته دکتری تخصصی مدیریت آموزشی، واحد ساری، دانشگاه آزاد اسلامی، ساری، ایران

²دانشیار گروه مدیریت آموزشی، واحد ساری، دانشگاه آزاد اسلامی، ساری، ایران

تاریخ دریافت: 25 تیر 1395،  تاریخ بازنگری: 28 مرداد 1396،  تاریخ پذیرش: 16 آبان 1396 

چکیده

پژوهش حاضر با هدف شناسایی ابعاد و مؤلفه‎های اثرگذار بر کیفیّت خدمات آموزش عالی با تأکید بر مشتری مداری در دانشگاه فرهنگیان انجام شد. این تحقیق، یک پژوهش آمیخته اکتشافی، با الگوی کیفّی- کمّی بود. جامعه آماری آن متشکل از مشتریان درونی ( اساتید و کارکنان ) و مشتریان بیرونی ( دانشجویان ) دانشگاه فرهنگیان استان فارس بود. نمونه‎های این پژوهش، 364 نفر از جامعه مذکور بود که با روش تصادفی طبقه‎ای انتخاب و در تحقیق شرکت کردند. داده‎ها با استفاده از مصاحبه و پرسشنامه محقق ساخته جمع‎آوری گردید. پس از اجرای فرآیندهای مرتبط با طراحی پرسشنامه و بررسی روایی و پایایی (96/0) آن، پرسشنامه‎ها توسط مشتریان دانشگاه ( اساتید، کارکنان و دانشجویان ) تکمیل گردید. به منظور تحلیل داده‎ها، از آزمون تحلیل عاملی اکتشافی استفاده شد. یافته‎های به دست آمده از تحلیل عاملی، شاخص‎ها را در قالب 2 بعد و 9 مؤلفه به این ترتیب شناسایی کرد: بُعد اول الزامات ساختاری، شامل 6 مؤلفه سازمان و مدیریت، برنامه درسی و آموزشی، ملموسات، قابلیت و اطمینان، رشد و توسعه اجتماعی، اعتبار و بُعد دوم الزامات رقابتی، شامل 3 مؤلفه شایستگی و صلاحیت، ارتقاء و بهبود، و همدلی.

کلیدواژه‌ها

کیفیّت خدمات آموزش عالی؛ مشتریان داخلی؛ مشتریان خارجی؛ الزامات رقابتی؛ الزامات ساختاری

عنوان مقاله [English]

Dimensions and parameters affecting the quality of higher education Service quality by Internal and externalcustomers

نویسندگان [English]

Somayeh Bahmei¹؛ Taraneh Enayati²

¹Ph.D. Graduated, Department of Educational Management, Sari Branch, Islamic Azad university, Sari, Iran

²Associate Professor, Department of Educational Management, Sari Branch, Islamic Azad university, Sari, Iran

چکیده [English]

This study aimed to identify factors affecting the higher educational  services quality in Farhangian university.  The samples of 364students, professors and university employees Fars Farhangian university, who were selected randomly, have been established. The methods used in this study, combined with a pattern of quantity, quality, and using interviews and questionnaires carried out by the researcher. After running processes related to questionnaire design, test validity and reliability (96/.), Completed questionnaires by students, professors and employees of factor analysis was performed. The Factor analysis categorizes indicators in 2dimensions: structural requirements (including: organization and management, curriculum and instruction, tangible, functionality and reliability, growth and social development, validation) and competitive requirements (competence, promoting, empathy).

کلیدواژه‌ها [English]

Quality of service, higher education, customer-oriented, university educators, internal and external customer

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