ارزیابی کیفیت خدمات آموزش مجازی و تأثیر آن بر رضایت گیرندگان خدمت (مطالعه موردی: دانشگاه سیستان و بلوچستان)
محورهای موضوعی : سایر موضوعات مرتبط
صوفیا حاج پور
1
(شجوی کارشناسی ارشد مهندسی صنایع، دانشگاه سیستان و بلوچستان، زاهدان، ایران.)
فائزه میرشکاری
2
(دانشجوی کارشناسی ارشد مهندسی صنایع، دانشگاه سیستان و بلوچستان، زاهدان، ایران.)
محبعلی رهدار
3
(استادیار گروه مهندسی صنایع، دانشگاه سیستان و بلوچستان، زاهدان، ایران.)
کلید واژه: رضایت, کیفیت خدمات, آموزش مجازی,
چکیده مقاله :
بررسی کیفیت خدمات آموزشی، از جمله گام‌های مهم در جهت ارتقاء کیفیت دانشگاه‌ها محسوب می‌شود و بکارگیری نظرات دانشجویان، به عنوان گیرندگان‌خدمت، می‌تواند به افزایش ارتقاء کیفیت آموزش مجازی کمک فراوانی کند. بنابراین، هدف از این تحقیق ارزیابی کیفیت خدمات آموزش مجازی و تأثیر آن بر رضایت گیرندگان‌خدمت دانشگاه سیستان و بلوچستان می‌باشد. روش این تحقیق، توصیفی از نوع همبستگی می‌باشد. جامعه آماری تحقیق شامل دانشجویان دانشگاه سیستان و بلوچستان بوده است. برای گردآوری داده‌ها، از پرسشنامه استاندارد استفاده شد که روایی و اعتبار آن نیز تأیید شده است. جهت تجزیه و تحلیل داده‌ها، از آزمون همبستگی پیرسون در نرم افزار SPSS استفاده شده است. نتایج نشان می‌دهد بین ابعاد کیفیت خدمات آموزش مجازی (شامل خدمات انتقال یادگیری، قابلیت اطمینان، خدمات پشتیبانی یادگیری)، بر رضایت گیرندگان خدمت تأثیر مثبت و معناداری وجود دارد. بین پاسخگویی و گیرندگان خدمت رابطه مثبت معناداری وجود ندارد. نتایج نشان می‌دهد برای بهبود وضعیت پاسخگویی و بررسی مشکلات دانشجویان باید منابع و اطلاعات کافی در اختیار کارکنان قرار داده شود. برای افزایش کیفیت خدمات آموزش مجازی در جهت رضایت گیرندگان‌خدمت ضرورت دارد در اسرع وقت نواقص را شناسایی و برای بهبود وضعیت پاسخگویی دانشجویان اقدام نمایند.
Examining the quality of educational services is one of the critical steps to improving the quality of universities, and using the opinions of students, as recipients of services, can greatly help to improve the quality of virtual education. Therefore, the purpose of this research is to evaluate the quality of virtual education services and their effect on the satisfaction of the service recipients of the University of Sistan and Baluchistan. The method of this research is a description of the correlation type. The statistical population of the study included the students of Sistan and Baluchistan University. A standard questionnaire was used to collect data, the validity, and reliability of which, have been confirmed. To analyze the data, Pearson's correlation test was used in SPSS software. The results show that there is a positive and significant effect on the satisfaction of service recipients between the quality dimensions of virtual education services. There is no significant positive relationship between responsiveness and service recipients. The results show that sufficient resources and information should be provided to the staff in order to improve the response situation and investigate students' problems. In order to increase the quality of virtual education services for the satisfaction of service recipients, it is necessary to identify the deficiencies as soon as possible and take action to improve the response status of students.
Ahmadi, M., Esfahani Nia, A., Nodehi, M., & Ahmadi, M. (2020). Develop a framework for controlling and compensating for financial losses in the sports industry (Case study: Coronavirus outbreak in Iran). Contemporary Studies On Sport Management, 10(20), 97-110. https://doi.org/10.22084/smms.2020.21954.2630 (In Persian)
Baghban Baghestan, E., Bagheri, H., & Nazemi, A. (2021). The Effect of Green Marketing on Purchase Intention of Customers to Sports Products with Mediating Role of Brand Image. Sports Marketing Studies, 2(4), 177-198. (In Persian)
Cao, J. (2005). LEARNING WITH VIRTUAL MENTORS: HOW TO MAKE E-LEARNING INTERACTIVE AND EFFECTIVE? In: The University of Arizona.
Chen, S. (2002). A cognitive model for non–linear learning in hypermedia programmes. British journal of educational technology, 33(4), 449-460.
Curcio, I. D., Dipace, A., & Norlund, A. (2016). Virtual realities and education. Research on Education and Media, 8(2), 60-68.
Elahi, A., & Fathi, F. (2019). Predictors and Consequences of Sport Spectators’ Loyalty: The Study of Iranian Spectators of Volleyball Nations League. Research in sport Management, 8(10), 49-78. https://doi.org/10.22054/qrsm.2019.11107 (In Persian)
Hatamifar, K., Kakojojibari, A. A., & Sarmadi, M. (2013). Study of students' satisfaction with the provision of student services in Payame Noor University. Research and planning in higher education, 19(4), 117-139. (In Persian)
Jurkowitsch, S., Vignali, C., & Kaufmann, H. R. (2006). A student satisfaction model for Austrian higher education providers considering aspects of marketing communications. Innovative Marketing, 2(3), 9-23.
Khajeh, M. (2015). Application of SERVQUAL model and fuzzy logic in evaluating the quality of educational services from the perspective of students of Islamic Azad University, Qom Branch. Development of Education in Medical Sciences, 8(18), 23-32. (In Persian)
Kim, M. S., Shin, D. J., & Koo, D. W. (2018). The influence of perceived service fairness on brand trust، brand experience and brand citizenship behavior. Int. J. Contemp. Hospit. Manag. , 30(7), 2603-2621.
Martínez-Argüelles, M., Castán, J., & Juan, A. (2009). How do Students Measure Service Quality in e-Learning, A Case Study Regarding an Internet-Based University. Electronic Journal of e-Learning, 8(2), 151-160.
Mikaeli Manieh, F. (2013). Cognitive-social model test, satisfaction with education in undergraduate students. Psychology Quarterly, 17(2), 201-219. (In Persian)
Mohammadi, A., & Vakili, M. M. (2010). Evaluating the quality of educational services in Zanjan University of Medical Sciences from the perspective of students. Journal of Education Development in Medical Sciences, 3(5), 31-41. (In Persian)
Pinheiro, P., & Cavique, L. (2019). An actionable knowledge discovery system in regular sports services. In: World Conference on Information Systems and Technologies. Springer, Cham, 461–471.
Rosenberg, M., Moore, K., Hanfland, F., Shank, P., Young, L., Dublin, L., & Corry, M. (2007). The eLearning Guild's Handbook of e-learning strategy. The eLearning Guild, 88.
Saad Mohammadi, M., Sarmadi, M., Faraj Elahi, M., & Ghorbannia Delavar, A. (2015). A Study of the Status of Virtual Higher Education in terms of Education Services Provided in Iran. Quarterly Journal of Research in Educational Systems, 9(29), 31-54. (In Persian)
Shee, D. Y., & Y.S., W. (2008). Multi- criteria evaluation of the web- based e-learning system, A methodology based on learner satisfaction and its applications. Computers and Education, 50, 894-905.
Sweeney, J., & Swait, J. (2008). The effects of brand credibility on customer loyalty. Journal of Retailing and Consumer Services, 15, 179-193.
Tabatabaei Nasab, M., Noori, A., & Ekhlas, M. (2013). The role of brand equity on purchase intention of focusing on the self-centered level of the model of consumer psychology of brand. Journal of Business Administration Researches, 5(10), 1-26. (In Persian)
Wang, Y. J., Hernandez, M. D., & Minor, M. S. (2010). Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: the moderating role of purchase task. J. Bus. Res., 63(9-10), 935–942.
Wu, L. W. (2011). Satisfaction، inertia، and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness. J. Serv. Market. , 25(5), 310-322.
Yazdanpanah, A., & Bayat, A. (2012). Explanation and evaluation of competitive indicators of virtual universities. Strategic Management Studies, 12, 101-122. (In Persian)
Zahedi, S. (2011). A Critique of the Application of the Servocal Model in the Evaluation of University Educational Services in the Case of Shahid Beheshti University of Electrical and Computer Engineering Fifth Quality Evaluation Conference in the University System, (In Persian)
Zandi, B., Masoumi Fard, M., & Masoumi Fard, M. (2012). Educational planning of content production systems in e-learning. Quarterly Journal of Education Strategies, 5(1), 61-70. (In Persian)
_||_Ahmadi, M., Esfahani Nia, A., Nodehi, M., & Ahmadi, M. (2020). Develop a framework for controlling and compensating for financial losses in the sports industry (Case study: Coronavirus outbreak in Iran). Contemporary Studies On Sport Management, 10(20), 97-110. https://doi.org/10.22084/smms.2020.21954.2630 (In Persian)
Baghban Baghestan, E., Bagheri, H., & Nazemi, A. (2021). The Effect of Green Marketing on Purchase Intention of Customers to Sports Products with Mediating Role of Brand Image. Sports Marketing Studies, 2(4), 177-198. (In Persian)
Cao, J. (2005). LEARNING WITH VIRTUAL MENTORS: HOW TO MAKE E-LEARNING INTERACTIVE AND EFFECTIVE? In: The University of Arizona.
Chen, S. (2002). A cognitive model for non–linear learning in hypermedia programmes. British journal of educational technology, 33(4), 449-460.
Curcio, I. D., Dipace, A., & Norlund, A. (2016). Virtual realities and education. Research on Education and Media, 8(2), 60-68.
Elahi, A., & Fathi, F. (2019). Predictors and Consequences of Sport Spectators’ Loyalty: The Study of Iranian Spectators of Volleyball Nations League. Research in sport Management, 8(10), 49-78. https://doi.org/10.22054/qrsm.2019.11107 (In Persian)
Hatamifar, K., Kakojojibari, A. A., & Sarmadi, M. (2013). Study of students' satisfaction with the provision of student services in Payame Noor University. Research and planning in higher education, 19(4), 117-139. (In Persian)
Jurkowitsch, S., Vignali, C., & Kaufmann, H. R. (2006). A student satisfaction model for Austrian higher education providers considering aspects of marketing communications. Innovative Marketing, 2(3), 9-23.
Khajeh, M. (2015). Application of SERVQUAL model and fuzzy logic in evaluating the quality of educational services from the perspective of students of Islamic Azad University, Qom Branch. Development of Education in Medical Sciences, 8(18), 23-32. (In Persian)
Kim, M. S., Shin, D. J., & Koo, D. W. (2018). The influence of perceived service fairness on brand trust، brand experience and brand citizenship behavior. Int. J. Contemp. Hospit. Manag. , 30(7), 2603-2621.
Martínez-Argüelles, M., Castán, J., & Juan, A. (2009). How do Students Measure Service Quality in e-Learning, A Case Study Regarding an Internet-Based University. Electronic Journal of e-Learning, 8(2), 151-160.
Mikaeli Manieh, F. (2013). Cognitive-social model test, satisfaction with education in undergraduate students. Psychology Quarterly, 17(2), 201-219. (In Persian)
Mohammadi, A., & Vakili, M. M. (2010). Evaluating the quality of educational services in Zanjan University of Medical Sciences from the perspective of students. Journal of Education Development in Medical Sciences, 3(5), 31-41. (In Persian)
Pinheiro, P., & Cavique, L. (2019). An actionable knowledge discovery system in regular sports services. In: World Conference on Information Systems and Technologies. Springer, Cham, 461–471.
Rosenberg, M., Moore, K., Hanfland, F., Shank, P., Young, L., Dublin, L., & Corry, M. (2007). The eLearning Guild's Handbook of e-learning strategy. The eLearning Guild, 88.
Saad Mohammadi, M., Sarmadi, M., Faraj Elahi, M., & Ghorbannia Delavar, A. (2015). A Study of the Status of Virtual Higher Education in terms of Education Services Provided in Iran. Quarterly Journal of Research in Educational Systems, 9(29), 31-54. (In Persian)
Shee, D. Y., & Y.S., W. (2008). Multi- criteria evaluation of the web- based e-learning system, A methodology based on learner satisfaction and its applications. Computers and Education, 50, 894-905.
Sweeney, J., & Swait, J. (2008). The effects of brand credibility on customer loyalty. Journal of Retailing and Consumer Services, 15, 179-193.
Tabatabaei Nasab, M., Noori, A., & Ekhlas, M. (2013). The role of brand equity on purchase intention of focusing on the self-centered level of the model of consumer psychology of brand. Journal of Business Administration Researches, 5(10), 1-26. (In Persian)
Wang, Y. J., Hernandez, M. D., & Minor, M. S. (2010). Web aesthetics effects on perceived online service quality and satisfaction in an e-tail environment: the moderating role of purchase task. J. Bus. Res., 63(9-10), 935–942.
Wu, L. W. (2011). Satisfaction، inertia، and customer loyalty in the varying levels of the zone of tolerance and alternative attractiveness. J. Serv. Market. , 25(5), 310-322.
Yazdanpanah, A., & Bayat, A. (2012). Explanation and evaluation of competitive indicators of virtual universities. Strategic Management Studies, 12, 101-122. (In Persian)
Zahedi, S. (2011). A Critique of the Application of the Servocal Model in the Evaluation of University Educational Services in the Case of Shahid Beheshti University of Electrical and Computer Engineering Fifth Quality Evaluation Conference in the University System, (In Persian)
Zandi, B., Masoumi Fard, M., & Masoumi Fard, M. (2012). Educational planning of content production systems in e-learning. Quarterly Journal of Education Strategies, 5(1), 61-70. (In Persian)