ارزیابی دانشجویان از کیفیت خدمات تحصیلی در دانشگاه یاسوج: کاربرد مدل سروکوال
Subject Areas : Education and training
مهدی نوری پور
1
,
زینب شریفی
2
1 - دانشیار ترویج کشاورزی و توسعه روستایی، گروه مدیریت توسعه روستایی، دانشکده کشاورزی، دانشگاه یاسوج، یاسوج، ایران
2 - دانش آموخته دکتری توسعه کشاورزی، گروه مدیریت توسعه روستایی، دانشکده کشاورزی، دانشگاه یاسوج، یاسوج، ایران
Keywords: مدل سروکوال, کیفیت خدمات, دانشجو, دانشگاه یاسوج,
Abstract :
گسترش کمی نظام آموزش عالی بدون توجه به توسعه کیفیت، پیامدهای نامناسبی به همراه خواهد داشت. از این رو پژوهش حاضر با هدف ارزیابی دانشجویان از کیفیت خدمات تحصیلی در دانشگاه یاسوج با کاربرد مدل سروکوال انجام شد. جامعه آماری 508 نفر از دانشجویان کارشناسی سال آخر شاغل به تحصیل در سال 1397-1398 دانشگاه یاسوج بودند. بر اساس فرمول کرجسی و مورگان 220 نفر به عنوان نمونه با روش تصادفی طبقه‌ای براساس رشته تحصیلی انتخاب شدند. جمع‌آوری داده‌ها از طریق یک پرسشنامه دو قسمتی شامل ادراکات و انتظارات دانشجویان از کیفیت خدمات آموزشی، پژوهشی و رفاهی انجام شد که روایی آن با استفاده از نظرات متخصصان حوزه مربوطه، پس از انجام اصلاحات مورد تأیید واقع شد و پایایی آن نیز با محاسبه ضریب آلفای کرونباخ تأیید شد. تجزیه و تحلیل داده‌ها با استفاده از نرم افزار آماری SPSSانجام شد. نتایج تحقیق نشان داد دانشجویان کمترین و بیشترین رضایت از وضع موجود را به ترتیب از خدمات رفاهی و خدمات آموزشی داشتند. همچنین بیشترین شکاف خدمات مربوط به ترتیب مربوط به خدمات رفاهی، پژوهشی و آموزشی بوده است. نتایج آزمون مقایسه میانگین حاکی از آن بود که انتظارات دانشجویان از خدمات آموزشی، پژوهشی و رفاهی به طور معنی داری بیشتر از ادارکات آنان بود. بنابراین لازم است ارائه بهتر خدمات آموزشی، پژوهشی و رفاهی مورد توجه مسئولین ذی ربط واقع گردد.
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