اولویت‌بندی ابعاد کیفیت خدمات دانشگاهی با استفاده از فرآیند تحلیل سلسله مراتبی فازی (موردمطالعه: دانشگاه آزاد اسلامی واحد دماوند)

دوماهنامه علمی - پژوهشی رهیافتی نو در مدیریت آموزشی

مقاله 15، دوره 11، شماره 43، مرداد و شهریور 1399، صفحه 349-372   

نوع مقاله: مقاله پژوهشی

نویسندگان

مقداد حاجی محمد علی جهرمی^{* 1}؛ آرمین خوش قلب²

¹هیات علمی دانشگاه آزاد اسلامی واحد دماوند

²مدرس

تاریخ دریافت: 06 دی 1396،  تاریخ بازنگری: 15 بهمن 1397،  تاریخ پذیرش: 27 مرداد 1399 

چکیده

پیشرفت جوامع وابستگی انکارناپذیری به سطح آموزش و گسترش کمی-کیفی نظام آموزشی، به ویژه نظام آموزش عالی دارد. با توجه به محدودیت منابع سازمانی جهت اجرای برنامه‌های بهبود، یکی از دغدغه‌های مدیران، اولویت بندی مسائل، جهت تخصیص منابع سازمان است. در این پژوهش، اولویت‌بندی ابعاد کیفیت خدمات دانشگاهی مورد بررسی قرارگرفته است. پژوهش حاضر از نظر هدف کاربردی است و جزء تحقیقات کمی به ‌حساب می‌آید. همچنین این پژوهش در بین پژوهش‌های کمی از نظر شیوه گردآوری اطلاعات، توصیفی است و از نظر شیوه‌ی گردآوری اطلاعات در بین تحقیقات توصیفی به دلیل استفاده از روش تحلیل سلسله مراتبی فازی در قسمت وزن دهی، در میان پژوهش‌های همبستگی از نوع پیمایشی- تک مقطعی است. جامعه آماری این تحقیق همه دانشجویان دانشگاه آزاد اسلامی واحد دماوند است. در این تحقیق پس از بررسی ادبیات نظری پژوهش، ابعاد کیفیت خدمات دانشگاهی برای اولویت‌بندی شناسایی شدند. با بررسی اسناد بالادستی و سند مصوب شورای عالی فرهنگی، شاخص ارزش‌های اسلامی- ایرانی به شاخص‌های موجود در ادبیات موضوع ذکر شده افزوده شد که برای این شاخص اصلی، چهار زیر شاخص در نظر گرفته شده است. طبق نتایج کسب‌شده از این تحقیق مشخص شد که در میان 28 زیر شاخص مورد بررسی شاخص «دانش و تجربه اعضای هیات‌علمی دانشگاه» دارای بالاترین درجه اهمیت هستند.

کلیدواژه‌ها

کیفیت خدمات درک شده؛ کیفیت خدمات دانشگاهی؛ فرآیند تحلیل سلسله مراتبی فازی

عنوان مقاله [English]

Ranking of the Quality of Academic Services Quality Using the Fuzzy Analytical Hierarchy Process (Case Study:Islamic Azad University Damavand Branch)

نویسندگان [English]

Meghdad Haji mohammad ali jahromi¹؛ Armin Khosh ghalb²

¹Faculty of Islamic Azad University, Damavand

²Expert

چکیده [English]

The progress of societies has an undeniable dependence on the level of education and the quantitative-qualitative development of the educational system, especially the higher education system. Due to the limited resources of the organization to implement improvement programs, one of the concerns of managers is to prioritize issues to allocate resources to the organization. In this research, prioritizing the dimensions of the quality of academic services has been studied. The current research is applied in terms of its purpose and is considered as a quantitative research. Also, this research is descriptive in quantitative research in terms of information gathering method. In terms of data collection method, among descriptive researches due to using fuzzy hierarchical analysis method in weighting, among survey research is a cross-sectional survey type. The statistical population of this research is all students of Islamic Azad University Damavand.
In this research, after reviewing the theoretical literature, the dimensions of the quality of academic services were identified for prioritization. Upon review of the upstream documents and the document adopted by the Supreme Cultural Council, the index of Islamic-Iranian values was added to the indicators in the literature of the mentioned topic, for which the main index is considered, four sub-indicators are considered. According to the results of this research, it was found that among the 28 sub-indicators under review, the "knowledge and experience of faculty members of the university" has the highest importance.

کلیدواژه‌ها [English]

Perceived service quality, Academic quality of service, Fuzzy hierarchy process analysis

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