ابعاد و مؤلفه‌های اثر گذار در کیفیّت خدمات آموزش عالی از دیدگاه مشتریان داخلی و خارجی
محورهای موضوعی : آموزش و پرورش
1 - دانش‎آموخته دکتری تخصصی مدیریت آموزشی، واحد ساری، دانشگاه آزاد اسلامی، ساری، ایران
2 - دانشیار گروه مدیریت آموزشی، واحد ساری، دانشگاه آزاد اسلامی، ساری، ایران
کلید واژه: کیفیّت خدمات آموزش عالی, مشتریان داخلی, مشتریان خارجی, الزامات رقابتی, الزامات ساختاری,
چکیده مقاله :
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.
This study aimed to identify factors affecting the higher educational services quality in Farhangian university. The samples of 364students, professors and university employees Fars Farhangian university, who were selected randomly, have been established. The methods used in this study, combined with a pattern of quantity, quality, and using interviews and questionnaires carried out by the researcher. After running processes related to questionnaire design, test validity and reliability (96/.), Completed questionnaires by students, professors and employees of factor analysis was performed. The Factor analysis categorizes indicators in 2dimensions: structural requirements (including: organization and management, curriculum and instruction, tangible, functionality and reliability, growth and social development, validation) and competitive requirements (competence, promoting, empathy).
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