از انتظار تا واقعیت: تحلیل شکاف کیفیت خدمات آموزشی و پژوهشی از دیدگاه دانشجویان دانشگاه‌های دولتی شهر تهران

نوع مقاله : علمی - پژوهشی

نویسندگان

1 استادیار گروه رهبری و توسعه آموزش، دانشگاه شهید بهشتی تهران، ایران.

2 دانشجوی دکتری مدیریت آموزشی، دانشگاه علامه طباطبائی، تهران، ایران.

3 دانشجوی مدیریت آموزش عالی، دانشگاه علامه طباطبائی، تهران، ایران.

چکیده

هدف: یکی از ویژگی‌های بارز سیستم آموزش عالی مطلوب، برآورده ساختن نیازها و انتظارات دانشجویان است. مطالعه دانشجویان به‌عنوان مهم‌ترین بخش سیستم آموزشی، اطلاعات باارزشی را در اختیار برنامه‌ریزان جهت ارتقای کیفیت خدمات تحصیلی در آموزش عالی فراهم می‌سازد. مطالعه حاضر با هدف تعیین شکاف بین واقعیت و انتظارات خدمات آموزشی و پژوهشی دانشجویان علوم تربیتی دانشگاه‌های دولتی شهر تهران صورت گرفت. تحقیق حاضر از نظر هدف کاربردی و از نظر نحوه گردآوری داده‌ها توصیفی-پیمایشی است.
مواد و روش‌ها: جامعه آماری کلیه دانشجویان مقطع کارشناسی ارشد و دکتری علوم تربیتی دانشگاه‌های دولتی شهر تهران از جمله دانشگاه شهید بهشتی، دانشگاه تهران، دانشگاه تربیت مدرس، دانشگاه علامه طباطبایی، دانشگاه الزهرا، دانشگاه شهید رجایی و دانشگاه خوارزمی در سال تحصیلی 97-96 بود، که براساس آخرین آمار سازمان سنجش کشور تعداد 597 نفر تعیین شد. حجم نمونه 204 نفر براساس فرمول کوکران تعیین گردید، که این تعداد براساس روش نمونه‌گیری طبقه‌ای نسبتی از هر دانشگاه انتخاب شد. داده‌ها با استفاده از پرسشنامه‌های کیفیت خدمات آموزشی و پژوهشی مبتنی بر مدل سروکوال، که پنج بعد فیزیکی، قابلیت اطمینان، پاسخگویی، تضمین و همدلی را اندازه‌گیری می‌کردند، گردآوری و سپس شکاف بین وضعیت موجود و مطلوب مورد بررسی قرار گرفت. روایی پرسشنامه‌های کیفیت خدمات آموزشی (واقعیت و انتظارات) و کیفیت خدمات پژوهشی (واقعیت و انتظارات) توسط اساتید و متخصصان مربوطه تأیید شد. هم‌چنین ضریب پایایی پرسشنامه‌ها با استفاده از آلفای کرونباخ به ترتیب 96/0، 95/0، 96/0 و 96/0 محاسبه شد. داده‌های به دست آمده از پرسشنامه‌ها از طریق نرم‌افزار (21) SPSS و با استفاده از آمار توصیفی و آمار استنباطی مورد تجزیه و تحلیل قرار گرفتند.
بحث و نتیجه‌گیری: نتایج پژوهش نشان داد که در هر پنج بعد کیفیت خدمات آموزشی و پژوهشی، شکاف معناداری وجود دارد. بعد همدلی (281/1-) از ابعاد کیفیت خدمات آموزشی بیشترین میانگین شکاف، و بعد فیزیکی ( 06/1- )کمترین میانگین شکاف را نشان دادند؛ هم‌چنین، بیشترین میانگین شکاف در ابعاد کیفیت خدمات پژوهشی مربوط به بعد فیزیکی (372/1-) و کمترین میانگین شکاف مربوط به بعد قابلیت اطمینان (206/1-) بود. نتایج بدست آمده در تمامی ابعاد کیفیت خدمات آموزشی و پژوهشی بین واقعیت‌ها و انتظارات تفاوت معنی‌داری را نشان دادند. لذا با توجه به اهمیت دانشجو به‌عنوان کانون اصلی دانشگاه‌ها و نیز تأثیر کیفیت خدمات آموزشی و پژوهشی بر آن‌ها، لزوم ارتقای کیفی خدمات آموزشی و پژوهشی دانشگاه‌های دولتی شهر تهران به‌طور قابل ملاحظه‌ای احساس می‌شود. با توجه به یافته‌های پژوهش پیشنهاد می‌شود بعد همدلی از ابعاد کیفیت خدمات آموزشی و بعد فیزیکی از ابعاد کیفیت خدمات پژوهشی به دلیل داشتن شکافی بالاتر در اولویت برنامه‌ریزی و هدف‌گذاری مدیران دانشگاه‌ها قرار بگیرند. مدیران باید شاخص‌ها و زیر مؤلفه‌های این دو بعد را به خوبی مورد بررسی قرار دهند و در جهت توسعه و رفع نیازمندی‌های دانشجویان اقدام نمایند. به مدیران دانشگاه‌ها پیشنهاد می‌شود که نتایج ارزیابی کیفیت خدمات آموزشی و پژوهشی انجام شده را به‌عنوان یکی از مستندات و شاخص‌های برنامه‌ریزی سالانه خود در نظربگیرند؛ هم‌چنین برای بهبود خدمات سالیانه، این نظرسنجی به‌طور پیوسته در دستور کار قرار بگیرد.

کلیدواژه‌ها

عنوان مقاله [English]

From Expectation to Reality: An Analysis of the Quality Gap between Educational and Research Services from the Viewpoints of University Students in Tehran

نویسندگان [English]

  • Farnoosh Alami 1
  • Majid Ansarifar 2
  • Saeed Akbari 3
1 Assistant professor, Faculty of Educational Leadership and Development, Shahid Beheshti University, Tehran, Iran.
2 PhD Student of Educational Management, Allameh Tabatabaei University, Tehran, Iran.
3 PhD Student of Higher Education Management, Allameh Tabatabaei University, Tehran, Iran.
چکیده [English]

Objective: One of the hallmarks of a desirable higher education system is to meet students' needs and expectations. Studying as the most important part of the educational system provides valuable information for planners to improve the quality of educational services in higher education. The aim of this study was to determine the gap between the reality and expectations of educational and research services of educational students of public universities in Tehran. The present research is applied in terms of purpose and in terms of data collection method, it is a descriptive-survey.
Materials and Method: The statistical population of all Masters and Ph.D. students of public universities in Tehran was Shahid Beheshti University, Tehran University, Tarbiat Modares University, Allameh Tabatabaie University, Alzahra University, Shahid Rajaee University and Kharazmi University in academic year 96-97. According to the latest statistics from the country's survey organization, 597 people were identified. The sample size of 204 people was determined based on the Cochran formula, which was selected based on the relative stratified sampling method from each university. The data were collected using a questionnaire based on the SERVQUAL model of education and research services, which measured five physical dimensions, reliability, accountability, assurance and empathy, and then the gap between the existing and the desired status was studied. The validity of the Educational Services Quality Questionnaire (reality and expectations) and Research Service Quality Questionnaire (reality and expectations) were confirmed by experts and informants of the field. The Cronbach's alphas of the questionnaires are 0.96, 0.95, 0.96 and 0.96, respectively. The data were analyzed by descriptive and inferential statistics using SPSS (21).
Result and Discussion:  The results of the research showed that there is a significant gap in all five dimensions of educational and research services quality. Empathy dimension (1.28) showed the highest mean of gaps in the quality of educational services and the physical dimension (-0.61). The highest mean gap was in the dimensions of the quality of research services related to the physical dimension (372.1) 1) and the lowest average reliability gap (1.206). Results showed significant differences between the realities and expectations in all aspects of the quality of educational and research services. Therefore, considering the importance of students as the main focus of universities, as well as the impact of the quality of educational and research services on them, the need to improve the quality of educational and research services of state universities in Tehran is significantly felt. Therefore, considering the importance of students as the main focus of universities and the impact of the quality of educational and research services on them, there is a great need to improve the quality of educational and research services of public universities in Tehran. According to the research findings, it is suggested that the empathy dimension of educational service quality and physical dimension of research service quality should be prioritized by university managers for planning and targeting. Managers should look at indices and sub-components of these two dimensions; moreover, develop and meet the needs of students. University administrators are encouraged to consider the results of the quality assessment of educational and research services as one of their annual planning documents and indices; Moreover, to improve the quality of the annual services, the survey should be carried out constantly.

کلیدواژه‌ها [English]

  • Expectations
  • Quality of Educational Services
  • Quality of Research Services
  • SERVQUAL Model
  • Reality

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