ارائه‌ی مدل جامع شاخص رضایت دانشجویان ایرانی (قلمرو مورد مطالعه: دانشگاه‌های سراسری منطقه هفت وزارت علوم)

نوع مقاله : علمی - پژوهشی

نویسندگان

1 دانشجوی دکتری بازرگانی گرایش رفتار و منابع انسانی دانشگاه یزد

2 دانشیار گروه مدیریت صنعتی دانشگاه یزد

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.

کلیدواژه‌ها

عنوان مقاله [English]

Presenting a Comprehensive Index Model of Iranian Students’ Satisfaction (Scope of the Study: the National Universities of Iran Region Seven)

نویسندگان [English]

  • Reza Ebrahimzadeh pezeshki 1
  • Seyed Heidar Mirfakhredini 2
1 PhD student in Business, Behavior and Human Resources, Yazd University
2 Associate Professor, Department of Industrial Management, Yazd University
چکیده [English]

Higher education system has been known as one of the most significant bases of development and progress of every society. As the most important inputs of this system, students play special role in transforming the destiny of the country. Regarding the increasing number of universities and the specific situation of the country in facing the national and international crises, nowadays researchers and managers in higher levels have paid more attention to attracting, satisfying and retaining the students. Despite some efforts undertaken, it has not been looked at seriously, so that Iran loses enormously, for leaving elite students (Brain Drain).Thus, the need to have a comprehensive plan, which would lead the organization's managers and strategists, is felt. The purpose of this study is to provide a comprehensive model for the relationship amongst the students’ satisfaction indexes, and ultimately create loyalty. For this purpose, in this study by the combination of quantitative and qualitative methods, an Iranian students’ satisfaction Index model was constructed including a new way of building models. To do this, 384 questionnaires were distributed amongst five mother National Universities of region seven of Ministry of Science. Based on the results of the study, “perceived quality”, “image organization”, and "student relationship management" have the greatest impacts on the students’ satisfaction respectfully. Also, the "image organization", "students’ satisfaction" and "trust" were identified as the most influential factors in creating loyalty amongst the students.

کلیدواژه‌ها [English]

  • satisfaction
  • Students’ satisfaction Index
  • loyalty
  • Higher Education System

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