سنجش کیفیت خدمات آموزش الکترونیکی با رویکرد سروکوال فازی

نوع مقاله : مقاله پژوهشی

نویسنده

استادیار و عضو هیات علمی گروه علوم تربیتی، دانشگاه پیام نور، تهران، ایران

چکیده

هدف: روش سروکوال  یک روش شناخته شده و مورد تأیید برای سنجش کیفیت خدمات است که در حوزه آموزش نیز مورد استفاده قرار می‌گیرد. نظر به کارایی منطق فازی در مطالعات کیفی استفاده از سروکوال  فازی مرسوم شد. مطالعه حاضر با هدف کیفیت‌سنجی خدمات آموزش الکترونیکی با رویکرد سروکوال فازی اجرا شده است.
روش پژوهش: این مطالعه به‌صورت کاربردی و بر اساس روش گردآوری داده‌ها یک تحقیق پیمایشی است  که در واحد الکترونیکی دانشگاه امیرکبیر صورت گرفته است. جامعه آماری این پژوهش شامل دانشجویان واحد الکترونیکی دانشگاه صنعتی امیرکبیر در سال تحصیلی 98-1397 و به تعداد 524 نفر بود که با استفاده از فرمول کوکران نمونه‌ای به حجم 230 نفر به روش نمونه‌گیری تصادفی ساده انتخاب شد. ابزار پژوهش پرسشنامه سروکوال در دو محور اهمیت – عملکرد تنظیم شد، به‌طوری که روایی پرسشنامه از روش اعتبار محتوا به وسیله صاحب‌نظران، استادان راهنما و مشاور تأیید شد و  پایایی پرسشنامه نیز با استفاده از  ضریب آلفای کرونباخ 811/0 به دست آمد.
یافته‌ها: یافته‌ها نشان داد که در تمامی موارد شکاف بین انتظارات و عملکرد وجود دارد. به‌طوری که مقادیر مشاهده شده نشان می‌دهد بیشترین فاصله میان وضعیت مطلوب و وضعیت موجود در بعد همدلی وجود دارد و همچنین در بعد عامل قدرت پاسخگویی وضعیت بهتری وجود داشت.
نتیجه‌گیری: نگاهی به روند تحولات جاری نظام آموزش عالی، نشان‌دهنده آن است که آموزش عالی باید ضمن توجه به بحران افزایش کمی و تنگاهای مالی، به حفظ، بهبود و ارتقای کیفیت آموزش الکترونیکی نیز توجه داشته باشد.

کلیدواژه‌ها


عنوان مقاله [English]

Assesing the quality of e-learning services with fuzzy SERVQUAL approach

نویسنده [English]

  • Mahdi Mahmoudi
Corresponding Author , Assistant Professor and Faculty mamber, University of Payam Noor, Tehran, Iran.
چکیده [English]

Objective: SERVQUAL method is a well-known and approved method for assessing the quality of services, which is also used in the education field. Due to the efficiency of fuzzy logic in qualitative studies, the use of fuzzy servqual became common. The present study was conducted with the aim of quality assessment of e-learning services with fuzzy SERVQUAL approach.
Methods: This study is an practical research based on the data collection method that has been done in the electronic unit of Amirkabir University. The statistical population of this study included 524 students of the electronic unit of Amirkabir University of Technology in the academic year 1397-98, that by Using a Cochran's formula, a sample of 230 people was selected, using  simple random sampling. The research instrument of SERVQUAL questionnaire was adjusted in two axes of importance-performance, and the validity of the questionnaire was confirmed by content validity method by experts, supervisors and consultants and the reliability of the questionnaire was obtained using Cronbach's alpha coefficient of 0.811.
Results: The findings showed that in all cases there is a gap between expectations and performance. As the observed values show, there is a greater distance between the desired situation and the current situation in the empathy dimension and also in the responsiveness factor, there was a better situation.
Conclusion:  taking a look at the current developments in the higher education system suggests that higher education should maintain, improve and enhance the quality of e-learning while paying attention to the crisis of quantitative increase and financial constraints.

کلیدواژه‌ها [English]

  • Keywords:  Assessment
  • Quality
  • e-learning
  • Fuzzy SERVQUAL Approach
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