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ارائه‌ی مدل جامع شاخص رضایت دانشجویان ایرانی (قلمرو مورد مطالعه: دانشگاه‌های سراسری منطقه هفت وزارت علوم)
رضا ابراهیم زاده پزشکی, سید حیدر میرفخرالدینی

چکیده

نظام آموزش عالی به‌عنوان یکی از مهم‌ترین ارکان هر جامعه به‌منظور توسعه و پیشرفت شناخته می‌شود. دانشجویان به‌عنوان مهم‌ترین ورودی این نظام، نقش ویژه‌ای را در دگرگون ساختن سرنوشت کشور ایفا می‌کنند. امروزه با افزایش تعداد دانشگاه‌ها و وضعیت خاص کشور در مواجهه با بحران‌های داخلی و خارجی، توجه به رضایت دانشجویان و جذب و نگهداشت آن‌ها بیش از پیش مورد توجه محققان و مدیران سطوح عالی قرار گرفته است. با وجود تلاش‌های انجام شده، تا کنون به‌طور جدی به این موضوع نگریسته نشده است، به طوری که کشور ایران سالانه هزینه‌ی هنگفتی را به علت خروج دانشجویان نخبه‌ی خود متحمل می‌شود. بنابراین، نیاز به نقشه‌ای جامع، که بتواند مدیران و استراتژیست‌های سازمان را در این راستا راهنمایی کند احساس می‌شود. هدف از این تحقیق ارائه مدلی جامع از نحوه‌ی ارتباط میان شاخص‌ها تشکیل‌دهنده‌ی رضایت دانشجو و در نهایت ایجاد وفاداری است. به این منظور در این پژوهش با ترکیب روش‌های کیفی و کمی ضمن ارائه‌ی روشی نو در ساخت مدل، مدل شاخص رضایت دانشجویان ایرانی تدوین شد. در این راستا 384 پرسشنامه در میان دانشجویان پنج دانشگاه‌ مادر منطقه هفت وزارت علوم توزیع شد. براساس نتایج تحقیق "کیفیت درک شده" و سپس "تصویر سازمان" و "مدیریت ارتباط با مشتری" بیشترین تأثیرمسقیم را بر رضایت دانشجو دارا می‌باشند. هم‌چنین "تصویر سازمان"،"رضایت دانشجویان"و "اعتماد"به عنوان تأثیرگذارترین عوامل در ایجاد وفاداری در دانشجویان شناخته شدند.

واژگان کلیدی
رضایت، شاخص رضایت دانشجویان، وفاداری، نظام آموزش عالی.

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