رضایت‌مندی دانشجویان دختر کرکوک عراق از خدمات آموزشی کوتاه‌مدت و ارتباط آن با کیفیت آموزش در واحد دانشگاه آزاد اسلامی تبریز
محورهای موضوعی : زن و خانواده
نایله عزتی
1
(گروه پرستاری،واحدتبریز،دانشگاه آزاد اسلامی،تبریز،ایران ( نویسنده مسئول)
nayelezati@yahoo.com)
کلید واژه: «رضایت‌مندی», «خدمات آموزشی», «کیفیت آموزش»,
چکیده مقاله :
دیدگاه و رضایت دانشجویان از ارکان مهم و لازم در ارزیابی کیفیت خدمات آموزشی ارائه شده در دانشگاه‌ها می‌باشد. این مطالعه با هدف بررسی رضایت‌مندی دانشجویان دختر از خدمات آموزشی کوتاه‌مدت و ارتباط آن با کیفیت آموزش در واحد دانشگاه آزاد اسلامی تبریز انجام شد.این پژوهش در سال 1398 به صورت مطالعه‌ی توصیفی مقطعی انجام گرفت. جامعه پژوهش، دانشجویان پرستاری دختر واحد کرکوک عراق بودند. ابزار گردآوری داده‌ها، پرشسنامه بر اساس ابزار کیفیت خدمات مشتمل بر سه قسمت مشخصات دموگرافیک، ابعاد کیفیت و رضایت‌مندی از کیفیت خدمات ارائه شده بود. در آنالیز داده‌ها از نرم افزار آماریSpss ، آمارهای توصیفی، تحلیلی مانند آزمون آنالیز واریانس یک‌طرفه، ضریب همبستگی پیرسون و تحلیل رگرسیون خطی چند متغیره استفاده گردید.میانگین امتیازات دانشجویان از کیفیت کلی خدمات آموزشی 1.31 بود. بر حسب ضریب همبستگی پیرسون، بین ابعاد کیفیت خدمات و رضایت‌مندی دانشجویان با یکدیگر در سطح (p) ABSTRACT: Students' viewpoints and satisfaction are important and necessary in assessing the quality of educational services provided in universities. The aim of this study was to investigate the satisfaction of female students from short-term educational services and its relationship with the quality of education in Islamic Azad University of Tabriz. This descriptive cross-sectional study was conducted in 2019. The research population included female nursing students in the Kirkuk University in Iraq. Data collection tool was a questionnaire based on the service quality tools. It consisted of three parts: demographic characteristics, educational service quality dimensions, and service quality satisfaction. Spss statistical software was used for data analysis, descriptive, inferential and analytical statistics such as one-way analysis of variance, Pearson correlation coefficient and multivariate linear regression analysis. Average students' satisfaction scores about general quality of educational services was 1.31. According to Pearson's correlation coefficient, there was a direct correlation and statistically significant relationship between dimensions of service quality and student's satisfaction (p <0.05). Composite regression analysis, showed a significant statistical relationship between dimensions of educational services and the quality of educational services, (p <0.05). To improve the quality of educational services, better monitoring and evaluation, long-term training courses, strengthen client honor implementation plan, expert teachers and educators are effective. Coordination between educational programs and facilities, using efficient instructors and professors with high social term, good dealing with students and using the same evaluation methods, are fruitful and can be used in other educational areas at other universities. Keywords: satisfaction, educational services, Quality of education.
ABSTRACT: Students' viewpoints and satisfaction are important and necessary in assessing the quality of educational services provided in universities. The aim of this study was to investigate the satisfaction of female students from short-term educational services and its relationship with the quality of education in Islamic Azad University of Tabriz. This descriptive cross-sectional study was conducted in 2019. The research population included female nursing students in the Kirkuk University in Iraq. Data collection tool was a questionnaire based on the service quality tools. It consisted of three parts: demographic characteristics, educational service quality dimensions, and service quality satisfaction. Spss statistical software was used for data analysis, descriptive, inferential and analytical statistics such as one-way analysis of variance, Pearson correlation coefficient and multivariate linear regression analysis. Average students' satisfaction scores about general quality of educational services was 1.31. According to Pearson's correlation coefficient, there was a direct correlation and statistically significant relationship between dimensions of service quality and student's satisfaction (p <0.05). Composite regression analysis, showed a significant statistical relationship between dimensions of educational services and the quality of educational services, (p <0.05). To improve the quality of educational services, better monitoring and evaluation, long-term training courses, strengthen client honor implementation plan, expert teachers and educators are effective. Coordination between educational programs and facilities, using efficient instructors and professors with high social term, good dealing with students and using the same evaluation methods, are fruitful and can be used in other educational areas at other universities. Keywords: satisfaction, educational services, Quality of education.
- Aroni, Fariba,. Badriposhte, Saheb,. Shoghli, Alireza,. Mohajeri, Mansoor., (2010), Assessment of gap between expectations and Educational services provided for medical science students in Zanjan, Medical Education Development and Study Center, 1(1), p:25-17. [In Persian]
- Baron, A., (2000), Behavior in organization. New York: Allyn and Bacon Inc.
- Brink, A., Berndt, A., (2005), Customer relationship management and customer service. Lansdowne: Juta and Co.
- Darabi, F,. (2009), Evalutation of clinical training from the viewpoit of kermanshah students last term compared with nursing and midwifery students, yazd university of Medical Science Journal, 15 (5), p: 23-9. [persion]
- Delaram, M., (2006), Clinical education from the viewpoints of nursing and midwifery students in Shahre kord University of Medical Sciences, Iranian Journal of Medical Education, 6 (2), p:129-35. [persion]
- Elliott, J., (2011), Action research for educational change. Philadelphia: Open University Press.
- Ennew, C., Reed, G., Binks, M., (2003). Importance-performance analysis and measurement of SQ, European Journal of Marketing, 27(2), p: 59-70.
- Feali, Saeed., Biglari, Negein., Pezeshki Rad, Gholamreza., (2012), Iranian Journal of Agricultural Economics and Development Research, 2(1), p: 199-207. [In Persian]
- Fotoukian, Z,. Hosseini, S,J,. Beheshti, Z,. Zabihi, A,. Aziznejad, P,. (2013), Clinical education status according to the nursing students’ view point, Babol Medical Sciences University, 1 (1), p: 26-33. [In Persion]
- Gunter, H.M., (2000), Thinking theory: the field of education management in England and Wales. Sociology Journal, 21(4), p: 623-35.
- Heskett, J.L., Swe, S.L., (2009), The service profit chain: How leading companies' link profit to loyalty and satisfaction, New York: Free Press.
- Johnson, D., (2005), Developing an approach to educational management development in South Africa, Comparative Education 31(2), p: 223-42.
- Jourabchi, Zinat., (2009), Assessment of clinical education in midwifery group about planning, quality and quantity in view point of educators and students, The journal of education in medical science, 44(7), p:32-46. [In Persian]
- Kardis, A., Kombli-Kodovazeniti, M., Hatzigergiou, D & Panis, V., (2011), Expectations and perceptions of Greek patients regarding the quality of dental health care, International Journal for Quality in Health Care, 13( 5), p:409-16.
- Kebriyae, Ali,. Rakhshaninejad, Maleck., Roodbari, Masoud,.Mirlotfi, Parviz,. (2009), The evaluation of medical science students in Zahedan about Educational services provided for them, Eest Tabib, 2(1), p; 146-139. [In Persian]
- Liu, W.H., Xie, D., (2012), Quality decision of the logistics service supply chain with service quality guarantee. International Journal of production research, 51( 5), p: 1618–1634.
- Moridi, g,. valiee, s,. khaledi, s,. Fathi, M,. Shafiean, M,. Gharibi, F,. (2012), Clinical education stressors from the perspective of students of nursing midwifery and operating room: A study in Kurdistan university of medical sciences, Iranian Journal of Medical Education, 11(7), p: 675-84. [In Persion]
- Nailul, M,. Abang, A,. Francine, R,. (2009), Influence of service and product quality towards customer satisfaction, World academy of science, engineering and technology, 8(4), p:45-53.
- Njovo, M., Makach, C., (2015), Service quality: A key determinant of organizational competitiveness. Archive research journal, 3(1), p: 238-245.
- Parasuraman, A., Zeithaml, V., Berry, L., (1998). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), p:12-40.
- Pariseau, S,E,. McDaniel, J,R,. (2003), Assessing service quality in schools of business, International Journal of Quality and Reliability Management, 14(1), P: 204-18.
- Pezhhan, Akbar, Sabaghzadeh, Mehri, Yagunibifar, Mohammad Ali, (1389), Satisfaction of students from educational services and facilities in Sabzbar medical science university in 1387. Sabzvar Medical science university and health services magazine.17(2), P: 129-134. [In Persion]
- Schneider, B., White, S., (2011), Service quality: research perspectives, London: Foundations for organizational sciences.
- Siadat, S,. Shams, B,. Homaie, R,. Gharibi, L,. (2006), Satisfaction of students and faculty members of graduate studies from educational services management in Isfahan medical sciences. Iranian Journal of Medical Education, 5(2), p: 93-99. [persion]
- Sivakumar, k., Li, Mei., Dong, Beibei., (2014), Service quality: The impact of frequency, timing, proximity, and sequence of failures and delights, American Marketing Association, 78(1), p: 41-58.
- Storbacka, J., Gronroos, C.,(2006), Managing customer relationships for profit, Journal of Services Marketin,14(1), p: 251-63.
- Sureshchannder, G,S,. Rajendran, C,. Anantharaman, R,N,.(2013), The relationship between service quality and customer satisfactions - a factor specific approach. Journal of Service Marketing. 16(1), P: 363-79.
- Tyran, Craig, k,. Ross, Steven, C., (2006), Service quality expectations and perception: use of the Servaqual instrument for requirements analysis, Issues in Information Systems, 7(1), p:357- 362.
- Vahabi, S,. Ebadi, A,. Rahmani R,. (2011), Comparison of the status of clinical education in the views of nursing educators and students, Bimonthly Education Strategy in Medical Science, 3 (4), p: 179-182. [In Persion]
- Yeo, R., K., (2008), Brewing service quality in higher education, Quality Assurance in Education Journal, 16(1), p:270-1.
- Zafiropoulos, C,. Verana, V,. (2007), Service quality assessment in a Greek higher education institute, Journal of Business Economic and Management, 9(1), p: 33-45.
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- Aroni, Fariba,. Badriposhte, Saheb,. Shoghli, Alireza,. Mohajeri, Mansoor., (2010), Assessment of gap between expectations and Educational services provided for medical science students in Zanjan, Medical Education Development and Study Center, 1(1), p:25-17. [In Persian]
- Baron, A., (2000), Behavior in organization. New York: Allyn and Bacon Inc.
- Brink, A., Berndt, A., (2005), Customer relationship management and customer service. Lansdowne: Juta and Co.
- Darabi, F,. (2009), Evalutation of clinical training from the viewpoit of kermanshah students last term compared with nursing and midwifery students, yazd university of Medical Science Journal, 15 (5), p: 23-9. [persion]
- Delaram, M., (2006), Clinical education from the viewpoints of nursing and midwifery students in Shahre kord University of Medical Sciences, Iranian Journal of Medical Education, 6 (2), p:129-35. [persion]
- Elliott, J., (2011), Action research for educational change. Philadelphia: Open University Press.
- Ennew, C., Reed, G., Binks, M., (2003). Importance-performance analysis and measurement of SQ, European Journal of Marketing, 27(2), p: 59-70.
- Feali, Saeed., Biglari, Negein., Pezeshki Rad, Gholamreza., (2012), Iranian Journal of Agricultural Economics and Development Research, 2(1), p: 199-207. [In Persian]
- Fotoukian, Z,. Hosseini, S,J,. Beheshti, Z,. Zabihi, A,. Aziznejad, P,. (2013), Clinical education status according to the nursing students’ view point, Babol Medical Sciences University, 1 (1), p: 26-33. [In Persion]
- Gunter, H.M., (2000), Thinking theory: the field of education management in England and Wales. Sociology Journal, 21(4), p: 623-35.
- Heskett, J.L., Swe, S.L., (2009), The service profit chain: How leading companies' link profit to loyalty and satisfaction, New York: Free Press.
- Johnson, D., (2005), Developing an approach to educational management development in South Africa, Comparative Education 31(2), p: 223-42.
- Jourabchi, Zinat., (2009), Assessment of clinical education in midwifery group about planning, quality and quantity in view point of educators and students, The journal of education in medical science, 44(7), p:32-46. [In Persian]
- Kardis, A., Kombli-Kodovazeniti, M., Hatzigergiou, D & Panis, V., (2011), Expectations and perceptions of Greek patients regarding the quality of dental health care, International Journal for Quality in Health Care, 13( 5), p:409-16.
- Kebriyae, Ali,. Rakhshaninejad, Maleck., Roodbari, Masoud,.Mirlotfi, Parviz,. (2009), The evaluation of medical science students in Zahedan about Educational services provided for them, Eest Tabib, 2(1), p; 146-139. [In Persian]
- Liu, W.H., Xie, D., (2012), Quality decision of the logistics service supply chain with service quality guarantee. International Journal of production research, 51( 5), p: 1618–1634.
- Moridi, g,. valiee, s,. khaledi, s,. Fathi, M,. Shafiean, M,. Gharibi, F,. (2012), Clinical education stressors from the perspective of students of nursing midwifery and operating room: A study in Kurdistan university of medical sciences, Iranian Journal of Medical Education, 11(7), p: 675-84. [In Persion]
- Nailul, M,. Abang, A,. Francine, R,. (2009), Influence of service and product quality towards customer satisfaction, World academy of science, engineering and technology, 8(4), p:45-53.
- Njovo, M., Makach, C., (2015), Service quality: A key determinant of organizational competitiveness. Archive research journal, 3(1), p: 238-245.
- Parasuraman, A., Zeithaml, V., Berry, L., (1998). SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), p:12-40.
- Pariseau, S,E,. McDaniel, J,R,. (2003), Assessing service quality in schools of business, International Journal of Quality and Reliability Management, 14(1), P: 204-18.
- Pezhhan, Akbar, Sabaghzadeh, Mehri, Yagunibifar, Mohammad Ali, (1389), Satisfaction of students from educational services and facilities in Sabzbar medical science university in 1387. Sabzvar Medical science university and health services magazine.17(2), P: 129-134. [In Persion]
- Schneider, B., White, S., (2011), Service quality: research perspectives, London: Foundations for organizational sciences.
- Siadat, S,. Shams, B,. Homaie, R,. Gharibi, L,. (2006), Satisfaction of students and faculty members of graduate studies from educational services management in Isfahan medical sciences. Iranian Journal of Medical Education, 5(2), p: 93-99. [persion]
- Sivakumar, k., Li, Mei., Dong, Beibei., (2014), Service quality: The impact of frequency, timing, proximity, and sequence of failures and delights, American Marketing Association, 78(1), p: 41-58.
- Storbacka, J., Gronroos, C.,(2006), Managing customer relationships for profit, Journal of Services Marketin,14(1), p: 251-63.
- Sureshchannder, G,S,. Rajendran, C,. Anantharaman, R,N,.(2013), The relationship between service quality and customer satisfactions - a factor specific approach. Journal of Service Marketing. 16(1), P: 363-79.
- Tyran, Craig, k,. Ross, Steven, C., (2006), Service quality expectations and perception: use of the Servaqual instrument for requirements analysis, Issues in Information Systems, 7(1), p:357- 362.
- Vahabi, S,. Ebadi, A,. Rahmani R,. (2011), Comparison of the status of clinical education in the views of nursing educators and students, Bimonthly Education Strategy in Medical Science, 3 (4), p: 179-182. [In Persion]
- Yeo, R., K., (2008), Brewing service quality in higher education, Quality Assurance in Education Journal, 16(1), p:270-1.
- Zafiropoulos, C,. Verana, V,. (2007), Service quality assessment in a Greek higher education institute, Journal of Business Economic and Management, 9(1), p: 33-45.