شناسایی شاخصهای موثر جهت ارزیابی کیفیت خدمات آموزشی دانشگاه‌ها (مورد مطالعه: دانشگاه شیراز)
الموضوعات :حبیب اله رعنایی کردشولی 1 , بابک شمشیری 2 , مسلم علیمحمدلو 3 , پیمان نظری 4
1 - دانشیار و عضو هیئت‌علمی دانشگاه شیراز، شیراز، ایران
2 - دانشیار و عضو هیئت‌علمی دانشگاه شیراز، شیراز، ایران
3 - استادیار و عضو هیئت‌علمی دانشگاه شیراز، شیراز، ایران
4 - دانشجوی کارشناسی ارشد رشته مدیریت تولید، دانشگاه شیراز، شیراز، ایران
الکلمات المفتاحية: روایی محتوا, کیفیت خدمات آموزشی, غربالگری فازی,
ملخص المقالة :
نظام آموزشی را میتوان یکی از پیچیدهترین زیر نظامهای اجتماعی، اقتصادی و فرهنگی دانست و با توجه به گسترش وسیع فعالیتهای نظام آموزشی، ارزیابی سازمانهای آموزشی، برنامهها، کارکنان و ارزیابی خدمات ارائه شده از طرف آنها میتواند نقش موثری در فراهم آوردن کیفیت آموزشی داشته باشد. با توجه به اینکه هدف پژوهش حاضر شناسایی شاخصهای موثر در اندازهگیری کیفیت خدمات آموزشی میباشد، لذا ابتدا با بررسی گسترده پیشینه پژوهش، شاخصهای موثر، استخراج و بر اساس راهبرد پژوهشی روایی محتوا، شاخصهایی که بیشترین فراوانی را در پژوهشهای پیشین داشتهاند مورد تجزیه و تحلیل قرار گرفته که نتیجه آن، استخراج 66 شاخص میباشد. سپس با استفاده از روش پیمایشی و استفاده از پرسشنامه محقق ساخته و انتخاب و نظرخواهی از 12 نفر از اساتید آشنا با موضوع پژوهش با بهرهگیری از روش نمونهگیری هدفمند در دانشگاه شیراز، شاخصهای موثر با استفاده از تکنیک غربالگری فازی مورد تأیید قرار گرفتند. نتایج این پژوهش میتواند مورد استفاده پژوهشگران، مسئولان و دستاندرکاران نظام آموزش عالی قرار گیرد.
- Abdullah, Firdaus(2006). The Development of HEDPERF: A New Measuring Instrument of Servvice Quality for the Higher Education Sector, International Journal of Consumer studies,30(6),pp.569-581.
- Ahmadi, seyed ali akbar & ghlichli, behroz.(2005). designing educational services quality model in payam noor university, peyke noor, 11, pp. 79-100. (In Persain).
- Akhlaghi,ehsan,amini,shahnaz & akhlaghi, hossien(2012). Evaluating Educational Service Quality In Technical And Vocational Colleges Using SERVQUAL Model, Procedia Social And Bahavioral Science,46,pp.5285-5289.
- Aliyari. SH, Maleki. H, Pazargadi. M & Abbaspour. A(2012). Developing and Standardization of Quality Evaluation and Accreditation Indicators forcurricula of Baccalaureate Degree Nursing Education in Iran, J Army Univ Med Sci; 10 (1) ,pp. 50-61. (In Persain).
- Arvanitis, S., Kubli, U. & Woerter, M. (2008). University-Industry Knowledge and Technology Transfer In Switzerland: What University Scientists Think About Cooperation Technology Transfer In Switzerland, What University Scientists Think About Cooperation,3(4),pp108-130.
- Aydemir,Sibel & Dinc,Gerni,Cevat(2011). Measuring Service Quality Of Export Credit Agency in Turkey By Using Servqual,7th International Strategic Management Conference,24,1663-1670.
- Azar, adel and faraji, hossein, (2002). fuzzy management science, Centre for Studies and's efficiency, Community publications. (In Persain).
- Azma,Ferydoon (2011).The Quality Indicatot of Information Technology In Higher Education, Procedia Social And Bahavioral Science,30,pp.2535-2537 .
- Aznur Hajar, Abdullah, Wasiuzzaman, shaista,Rosidah,musa(2013). The Effect of University Quality on Emotional Attachment: A Case from a Private Higher education Institution, Social and Bahavioral Science,130,pp.282-292 .
- Bagherzadeh khajeh, majid & Bagherzadeh, fatemeh.(2009). Reviews the quality of higher education Tabriz center's by using SERVQUAL model and ranking center's by using AHP, ethics Science, 2(8), pp.31-54. (In Persain).
- Bahrami, arash, yadegar zadeh, gholam reza & parand, kourosh.(2007). Determining policies & factors affecting in internal evaluation educational groups: an approach based on system dynamics, Quarterly Journal of Research and Planning in Higher Education, 44, pp.49-78. (In Persain).
- Barani, Ghasem & Azma, Ferydoon, Seyyedrezai (2011). Quality Indicator of Hidden Curriculum In Center of Higher Education, Procedia Social And Bahavioral Science, 30,pp1657- 1661. (In Persain).
- Bazargan, abbas & hatami, davood (1998). Beginning on Quality Assessment in Higher Education: Challenges and Vision, Quarterly Journal of Research and Planning in Higher Education, 15-16, pp. 125-138. (In Persain).
- Bazargan, abbas.(2003), Capacity to assess and improve the quality of higher education: international experience and national needs in making appropriate structures, Parliament and strategy, 41, pp. 141-158. (In Persain).
- Boardman, P.C. (2009). Government Centrality To University-Industry Interactions: University Research Centers and The Industry Involvement Of Academic Researchers, Research Policy, 38, pp.1505-1516.
- Cerri, shpetim (2012). Assessinh the Quality of Higher Education Services Using a Modified ServQual Scale, Annales University Apulensis Series Oeconomic,14(2),pp.664-679 .
- Chou, S. (2004). “Evaluating the service quality of undergraduate nursing education inTaiwan – using quality function deployment”, Nurse Education Today, 24(4), pp. 310-18.
- De Oliveira,Otavio Jose & Ferreira,Eurian Cristian (2009). Adaption and Application of SERVQUAL Scale in Higher Education,POMS, 20th Annual Conference,3(14),pp.1-20 .
- Dennis,Melissa,Greenwood,Judy,Waston,Alex (2013). LibQual Revisited:Further Analysis of Qualitative and Quantitative Survey Result at The university of Mississippi,The Journal of Academic Librarianship,39,pp.512-516.
- Dursun,Tolga,Oskaybas,Kader & Gokmen,Cansu (2013). The Quality Of Service Of Distance Education, 13th International Education Technology Conference,103,pp.1133-1151.
- Enayati Novinfar A, Uosefi M, Siyami L & Javaheri Daneshmand M.(2011). Evaluation of the Quality of Education Services of Payam Noor University of Hamedan Based on the SERVQUAL Model. Quarterly Journal of Research and Planning in Higher Education, 17 (3) ,pp.135-151. (In Persain).
- Enayati T, Zameni F & Nasirpoor Deravi N(2013). Assessing the quality of educational service in Mazandaran University of Medical Sciences using Servqual Model. JHPM. 2(2) ,pp.32-39 (In Persain).
- F. Babalhavaeji & S. Omidvar, (2012). Evaluating the Quality of the Services of the National Library and Archives of the I.R. Iran and Assessing the Satisfaction of its Users by Neural Network, NASTINFO, 23(3), pp. 38-53. (In Persain).
- Galabawa,Justinian & Alphonse,Ndibalema (2005). Research on The Quest for Education Quality Indicator:Issue,Discourse and Methodology,EdQual PRC, 2,pp. 1-16 .
- Ghasemi,Mehdi,Kazemi.ali & Esfahani,Ali Naser (2012). Investigating and Evaluation of Service Quality Gap by Servqual Model, InterDispsciplinary Journal of Contemporary Research in Business, 3(9), pp.1397-1408 (In Persain).
- Joseph, M. & Joseph, B. (1998). ``Identifying need of potential students in tertiary education for strategy development'', Quality Assurance in Education, 6(2) ,pp. 66-90.
- Kaymaz,kurtulus & Eryigit,kadir Yasin (2011). Determining Factor Hindering University-Industry Collabroration:An Analysis From The perspective of Academicians in The Contex of Enterpreneurial Science Paradigm, International Journal of social Inquiry, 4(1),pp.185-213.
- Kayzouri, AH, Hosseini, MA & Fallahi Khoshknab, M(2007). Impact of internal evaluationon quality enhancement of education and research, Iranian Journal of Nursing Research, 3(8-9), pp. 105-115. (In Persain).
- Kebriaei A, Roudbari M, Rakhshani nejad M & Mirlotfi P(2005). Assessing quality of educational services at Zahedan university of medical sciences, Zahedan journal of research in medical sciences, 7( 2), pp.139-158. (In Persain).
- Khalkhali,A. & Taghizade,F(2012). Determination of Quality of Indicator for Teacher Training System, Journal of Basic and Applied Scientific Research,2(1),pp.807-811 .
- Khan,M.S & Mahapatra,S.S (2006). A Methodology foe Evaluation of Service Quality Using Neural Networks, Proceeding of The International Conference on Golbal Manufacturing and Innovation, 2(8),pp.1-9 .
- Khodayari,Faranak & khodayari,Behnaz(2011), Service Quality in Higher Education, InterDispsciplinary Journal of Contemporary Research in Business,1(9), pp.38-46 (In Persain).
- Lagos,Akoka-Yaba(2013). Quality Assurance And Quality Indicator Is Open And Distance Education:Contex, Concern And Challenge,International Journal Of Education Research Technology,4(2), pp.49-62.
- Lamichhane, S., & Sharma, T. N. (2013). University-Industry Relations: A Thrust for Transformation of Knowledge and Economic Acceleration, Journal of Education and Research, 2(7),pp. 59-66 .
- Lane,Forrest,Anderson,Baaska,Ponce,Hector & Natesan,Prathiba(2012). Factorial Invariance of LibQual + as Measure of library Service Quality OverTime,Library and Information Science Research,34(1),pp.22-30 .
- Lupo,toni. (2013). A Fuzzy ServQUal base method for reliable measurements of education quality in Italian higher education area, Expert systems with Applications,40(17), pp.7096-_7110.
- Moradian, Mahdi, GhafariTamjid, Saeid Ghafari & Zarei, Atefeh (2013). A quality assessment study of services provided by libraries of Hamadan University of Medical Sciences: Using gap analysis model, JOURNAL OF INFORMATION systems and services, 2(2), pp.1-16.
- Rasoolabadi , Masoud, Shafieian, Majid & Gharibi , Fardin (2013). Assessment of the quality of educational services by the SERVQUAL Model: viewpoints of the students at Kurdistan University of Medical Sciences, Scientific Journal of Kurdistan University of Medical Sciences , 18(1),pp. 104-112. (In Persain).
- Mirfakhraddiny S, Tahari Mehrjardi M & Zareei Mahmod Abadi M. (2012). Prioritizing Factors Effecting Improvement Quality of Library Services Based on Attributes of Libqual Model Through MADM Approach18 (4)-,pp.492-463. (In Persain).
- Javadi Bora, Mohammad Ali , Ebrahimzadeh, Issa, Farajollahi Mehran & Sarmadi, Mohammad Reza (2011). Designing an Effectiveness Assessment Model for Distance Education System in Payame Noor University,2(1), pp.79-98. (In Persain).
- Mohammadi, ali & vikili, mohammad masoud(2011). Evaluating Educational Services Quality in Zanjan University of Medical Sciences from Students Point of View, journal of medical education development, 3(5), pp.31-41. (In Persain).
- Mohebbi, Nooshin & YarMohammadian, Mohammad Hossein.(2012). Formulation indicators for evaluating health information technology Masters degree in medical universities, dissertation master degree in Medical Sciences of Isfahan University (In Persain).
- Negricea,Costel Iliuta,Edu,Tudor,Avram &Emanuela Maria (2014). Establishing Influence Of Specific Academic Quality On Student Satisfication, 5th World conference on educational sciences,116(1),pp.4430- 4435.
- Owlia, M.S. & Aspinwall, E.M. (1996). “Quality in higher education – a survey”, Total Quality Management,7(2),pp.114-134.
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research, Journal of Marketing, 49(1),pp.41–50.
- Pazargadi, mehrnoosh & Azadi Ahmad Abadi, Ghasem, (2007). Quality and quality assessment in universities and higher education institutions, Tehran: Publishing and human promoting (In Persain).
- Rabiee, Mehdi, Mohebbi Amin, Sakineh & Haji Khajehloo, Saleh Rashid.(2010), assesment the internal quality of virtual training curriculum of Ferdowsi University of Mashhad, horizons of medical education development, 4(1), pp.29-36 (In Persain).
- Sangeeta, Sahney (2010). Delighting Customers of Management Education in India: A Students Perspectives Part I, The TQM Journal,2(5),pp. 644-658.
- Sayadi Toranloo, Hossein, Mansouri, Hossein & Jamali, Reza.(2008). Identify and ranking the quality dimensions library services with a fuzzy approach Case study Yazd University Libraries, Library and Information Science, 44, pp.141-160 (In Persain).
- Schuller, David, Rasticova, Martina & Konecny, Stepan(2013). Measuring Student Satisfaction with the Quality of Services Offerd by Universities-Centeral European View,Acta, Universitytaties Agriculturae ET Silviculturae Mendelianan Brunesis,4(122),pp.1105-1112 .
- Sekaran, uma.(2011). Research Methods for bussines, teranslated by: Mohammad Saebi and Mahmood Shirazi, Tehran. State Management Training Center. (In Persain).
- Seyad Javadin, Seyad Reza & kimiasi, Masoud.(2005). services quality management, Publishing Tehran University. (In Persain).
- Shahbazi, Mehri.(2006). Examination of the quality services provided in the Library of Shahr Reza Payam Noor By using a scale to measure the quality of library, Peyke Noor, 6(2), pp.3-10. (In Persain).
- Shahidi, Nima, Razavieh, Asghar, Amin Shayan Jahromi, Shahpoor & Seyadi, Seyed Masoud(2006). examination The effect of globalization higher education on educational quality from the perspective of professors in Shiraz University, Journal of Modern Thoughts in Education, 5, pp.73-96. (In Persain).
- Shams L, Mahmoudi S, Maleki M, Ameli E & Mousavi S(2014). Educational service quality of Tehran University of Medical Sciences: the students’ perspective, RJMS, 21 (124), pp.37-46. (In Persain).
- Sharifzadeh A & Abdollahzadeh G.(2011). Study of Agricultural Students, Satisfaction of Education Quality, Quarterly Journal of Research and Planning in Higher Education.; 17 (3) ,pp.51-74. (In Persain).
- Shirazi, Mahmood & Baratloo, Fatemeh.(2003). Measuring service quality in higher education, Modiriat-E- Farda Journal, 3-4. (In Persain).
- Sohrabi Z & Majidi Z.(2014). Educational Services Quality Gap: Perspectives Of Educational Administrators, Faculty Members And Medical Students . payavard, 7 (5),pp 376-388. (In Persain).
- tarrahi M, Hamouzadeh P, Bijanvand M & Lashgarara B(2010). The quality of health care services provided in health care centers of Khorramabad using SERVQUAL model in Yafteh.; 14 (1) ,pp.13-21. (In Persain).
- Tofighi Sh. , Sadeghifar J. , Hamouzadeh P. , Afshari S. , Foruzanfar F. & Taghavi Shahri S. M(2011). Quality of educational services from the viewpoints of students; SERVQUAL model. Bimonthly Educ Strateg Med Sci, 4 (1) ,pp.21-26. (In Persain).
- Ulewiczr(2014). Application of Servqual Method for Evaluation of Quality of Education Service At The University of Higher Education, , Proceeding of The International Conference on Golbal Manufacturing and Innovation, 9(2),pp.224-264 .
- Wright, Mike ,clarysee, Bart, Lockett, Andy & Knockaert,mirjam (2008). Mid-Range universities linkage whit Industry:knowledge Type and The Role of intermediaries,Research Policy,37,pp.1205-1223.
- Yanova,Natalia(2015). Assessment of Satisfaction with Quality of Education:Customer Satisfaction Index,4the Word Confrerence on Educational Technology Research,18(2),pp.566-573.
- Yousapronpaiboon, khanchitpol (2014). SERVQUAL:Measuring higher education service quality in Thailand, World conference on education science,116,p.p1088- 1095.
- Zahedi, Sakineh.(2011). Critical SERVQUAL model in the assessment educational services: the Shahid Beheshti University School of Electrical and Computer Engineering, 5th Conference of assessing the quality of the university system:Tehran University- Technical Faculty of Pardis. (In Persain).
- Zineldin, Mosad, Akdag, HaticCamgoz &Vasicheva,Valentina(2011). Assessing Quality In Higher Education: New Criteria for Evaluating students Satisfaction, Quality In higher Education,17(2),pp. 231-243 .
- http//:aut.ac.ir
- http//:iut.ac.ir
- http//:sbu.ac.ir
- http//:Shirazu.ac.ir
- http//:ui.ac.ir
- http//:Ut.ac.ir
_||_