ارائه مدلی مناسب برای خدمت محوری در دانشگاه ها و موسسات آموزش عالی

دوماهنامه علمی - پژوهشی رهیافتی نو در مدیریت آموزشی

مقاله 7، دوره 9، شماره 33، خرداد 1397، صفحه 127-152   

نوع مقاله: مقاله پژوهشی

نویسندگان

صغری افکانه^{* 1}؛ پریوش جعفری²؛ حسن پاشا شریفی³؛ نادر قورچیان⁴

¹عضو هیات علمی دانشگاه رودهن و دانشجوی دوره دکتری تخصصی مدیریت آموزشی دانشگاه آزاد اسلامی علوم و تحقیقات تهران

²عضو هیات علمی دانشیار دانشگاه علوم و تحقیقات دانشگاه ازاد اسلامی تهران

³عضو هیات علمی و استاد دانشگاه آزاد اسلامی واحد رودهن

⁴عضو هیات علمی و استاد دانشگاه علوم و تحقیقات دانشگاه آزاد اسلامی تهران

تاریخ دریافت: 23 شهریور 1395،  تاریخ بازنگری: 12 اردیبهشت 1396،  تاریخ پذیرش: 20 تیر 1397 

چکیده

هدف اصلی این پژوهش، شناسایی و تعیین مولفه های خدمت محوری در دانشگاه ها و مراکز آموزش عالی  به منظور ارائه یک مدل مفهومی مناسب برای خدمت محوری  و توسعه مبانی نظری آن بوده است  . این پژوهش، ازنوع پژوهش های کاربردی و روش به کار گرفته شده در آن پیمایشی بوده ؛ جامعه پژوهش شامل دانشجویان دوره دکتری و اعضای هیات علمی دانشگاه های آزاد اسلامی  شهر تهران بوده که  از میان آن ها 500 نفر از طریق  فرمول حجم نمونه  منطبق با متغیرهای  کمی محاسبه گردید و نمونه ها از طریق روش نمونه گیری تصادفی خوشه ای –طبقه ای  انتخاب شدند .ابزار این پژوهش، پرسشنامه محقق ساخته ای مشتمل بر 74 گویه بوده و روش تحلیل داده ها با استفاده تکنیک معادلات ساختاری و تحلیل عامل انجام شد .نتایج و یافته های این پژوهش نشان داد که مقوله ها و ابعاد اساسی این پژوهش یعنی کیفیت خدمت محور، رهبری خدمت محور ، جو سازمانی خدمت محور ، یادگیری خدمت محور و مدیریت مشتریان خدمت محور در وضعیت مطلوبی (نمره 2.48 از میانگین 3) قرار ندارد و دیدگاه جامعه آماری این بود (4.6 از میانگین 3) که برای استقرار خدمت محوری و رسیدن به شرایط مطلوب ،مقوله های  مورد اشاره می توانند به عنوان یک مدل مفهومی در ترسیم ارتقای خدمت محوری دانشگاه ها موثر باشند.

کلیدواژه‌ها

خدمت محوری؛ رهبری خدمت؛ کیفیت خدمت؛ یادگیری خدمت؛ جو خدمت مدیریت مشتریان

عنوان مقاله [English]

Developing an appropriate model for service-oriented universities and higher education institutions

نویسندگان [English]

s afkaneh¹؛ p jafari²؛ h sharifi³؛ n ghochian⁴

چکیده [English]

This study was aimed to identify and determine service orientation components in universities and higher education centers in order to provide an appropriate conceptual model for service orientation and developing theoretical foundations in this regard .The research was recognized as an applied one and the research method of this study was descriptive survey. Statistical population of this study were Islamic Azad universities in Tehran. Performing sample size formula based on quantitative variables, the size of sample was calculated. 500 PHD students and faculty members were chosen through random multiple cluster sampling. Research data were collected using questionnaire including 74 items which was completed by them. Data analysis was performed by structural equation modeling and path analysis techniques. The results show that the score of factors identify service orientation quality, service orientation leadership, service orientation organizational climate, service orientation learning and service orientation client's management is (2.48 out of average 3) and it is not good. Based on the findings, the results obtained from the samples' opinion show that (4.6 out of 3 as an average) in order to deployment service orientation and achieving desirable conditions; aforementioned categories can be served as an effective conceptual model for improving service orientation in universities.

کلیدواژه‌ها [English]

Service-oriented, service-oriented leadership, service- oriented atmosphere, service- oriented quality, Service-centered learning

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