ابعاد و مؤلفه‌های اثر گذار در کیفیّت خدمات آموزش عالی از دیدگاه مشتریان داخلی و خارجی
الموضوعات :
سمیه بهمئی
1
(دانش‎آموخته دکتری تخصصی مدیریت آموزشی، واحد ساری، دانشگاه آزاد اسلامی، ساری، ایران)
ترانه عنایتی
2
(دانشیار گروه مدیریت آموزشی، واحد ساری، دانشگاه آزاد اسلامی، ساری، ایران)
الکلمات المفتاحية: کیفیّت خدمات آموزش عالی, مشتریان داخلی, مشتریان خارجی, الزامات رقابتی, الزامات ساختاری,
ملخص المقالة :
پژوهش حاضر با هدف شناسایی ابعاد و مؤلفه‌های اثرگذار بر کیفیّت خدمات آموزش عالی با تأکید بر مشتری مداری در دانشگاه فرهنگیان انجام شد. این تحقیق، یک پژوهش آمیخته اکتشافی، با الگوی کیفّی- کمّی بود. جامعه آماری آن متشکل از مشتریان درونی ( اساتید و کارکنان ) و مشتریان بیرونی ( دانشجویان ) دانشگاه فرهنگیان استان فارس بود. نمونههای این پژوهش، 364 نفر از جامعه مذکور بود که با روش تصادفی طبقهای انتخاب و در تحقیق شرکت کردند. دادهها با استفاده از مصاحبه و پرسشنامه محقق ساخته جمعآوری گردید. پس از اجرای فرآیندهای مرتبط با طراحی پرسشنامه و بررسی روایی و پایایی (96/0) آن، پرسشنامهها توسط مشتریان دانشگاه ( اساتید، کارکنان و دانشجویان ) تکمیل گردید. به منظور تحلیل دادهها، از آزمون تحلیل عاملی اکتشافی استفاده شد. یافتههای به دست آمده از تحلیل عاملی، شاخصها را در قالب 2 بعد و 9 مؤلفه به این ترتیب شناسایی کرد: بُعد اول الزامات ساختاری، شامل 6 مؤلفه سازمان و مدیریت، برنامه درسی و آموزشی، ملموسات، قابلیت و اطمینان، رشد و توسعه اجتماعی، اعتبار و بُعد دوم الزامات رقابتی، شامل 3 مؤلفه شایستگی و صلاحیت، ارتقاء و بهبود، و همدلی.
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