Designing and validating a model for the impact of the quality of educational services on student burnout (Case study: Ardabil universities)

Subject Areas :

Solmaz Vadoodi ¹ , Saeid Hamedani ² , Maryam Taghvaei Yazdi ³

1 - PhD Student in Educational Management, Sari Branch, Islamic Azad University, Sari, Iran
2 - Associate Professor, Department of Educational Management, Faculty of Humanities, Islamic Azad University, Sari Branch, Sari, Iran
3 - Associate Professor, Department of Educational Management, Faculty of Humanities, Islamic Azad University, Sari Branch, Sari, Iran

Received: 2021-02-04 Accepted : 2021-02-25 Published : 2021-05-22

Keywords: higher education system, Quality of educational services, student burnout,

Abstract :

The purpose of this study was to provide a model to identify the dimensions and quality process of educational services on the burnout of students in universities of Ardabil province. In order to achieve this goal, the mixed (exploratory) method was used. The statistical population of the study included professors of educational sciences and psychology and education directors of universities in Ardabil province. In the qualitative section, using purposive sampling, 19 people were interviewed and in the quantitative section, among 40,000 students of universities in Ardabil province, according to Morgan table, 264 people were selected by stratified random sampling. The data collection tool in the qualitative part was a semi-organized interview in which the participant feedback method was used to validate it and in the quantitative part, it included a researcher-made questionnaire whose Cronbach's alpha coefficient was 0.80. In order to analyze the research findings in the qualitative stage, the systematic analysis method, which is based on open, axial and selective coding, was used. In a quantitative stage, the structural equations model was analyzed using LISREL 8.5 and Expert Choice software. Findings in the qualitative stage showed that the quality of educational services on the burnout of students in universities of Ardabil province has two basic dimensions (quality of educational services, student burnout). The quality of educational services has a significant impact indirectly through facilities, accountability, comprehensiveness, empowerment, tangible factors, empathy, quality teaching and guarantee. Student burnout also has a significant impact indirectly through the variables of educational inefficiency, job satisfaction, educational pessimism, standardization, motivation, manpower, service delivery and emotional fatigue. Other findings also showed that in the quantitative stage model of the research, the relationships presented in the form of hypotheses derived from the analysis of qualitative findings were examined and confirmed.