ارزیابی کیفیت خدمات آموزشی دانشکدة فنی دانشگاه تهران از دیدگاه دانشجویان براساس مدل سروکوآل

نوع مقاله: مقاله پژوهشی

نویسندگان

1 کارشناس ارشد برنامه‌ریزی آموزشی دانشگاه تهران

2 کارشناس ارشد تحقیقات آموزشی دانشگاه تهران

چکیده

هدف اصلی پژوهش حاضر، ارزیابی کیفیت خدمات آموزشی دانشکدة فنی دانشگاه تهران از دیدگاه دانشجویان براساس مدل سروکوآل بود. با استفاده از روش نمونه‌گیری تصادفی طبقه‌ای نسبی نمونه‌ای به حجم 197 نفر (134 نفر پسر، 63 نفر دختر) به عنوان نمونه پژوهش انتخاب شد. برای گردآوری داده‌های پژوهش از پرسشنامة محقق ساخته کیفیت خدمات آموزشی استفاده شد. داده‌های به دست آمده از اجرای پرسشنامه با استفاده از روش‌های آماری t تک نمونه‌ای و t همبسته و t مستقل تجزیه و تحلیل شدند. نتایج نشان داد که ادراک و انتظار دانشجویان از کیفیت خدمات آموزشی در همة ابعاد، بیشتر از حد متوسط است و بین ادارک و انتظار دانشجویان از کیفیت خدمات آموزشی تفاوت معناداری وجود داشت، بررسی‌ها نشان داد که بین ادراکات دانشجویان دانشکدة فنی دانشگاه تهران از کیفیت خدمات آموزشی از لحاظ جنسیت به جز در بعد اطمینان در سایر ابعاد تفاوتی ملاحظه نمی‌شود، و نیز بین انتظارات دو گروه دختر و پسر در ابعاد پنجگانه سروکوآل تفاوتی ملاحظه نشد

کلیدواژه‌ها


عنوان مقاله [English]

The Assessment of Educational Services Quality of Engineering Faculty of Tehran University form the Viewpoint of Students Based on Servqual Model

نویسندگان [English]

  • Abozar Heydari Rafat 1
  • Ali Enayati Novinfar 2
  • Amin Parvari 1
چکیده [English]

The main purpose of this research is assessment of educational services quality of Engineering Faculty of Tehran University form the students’ viewpoint based on Servqual model. The method of sampling is proportional stratified sampling containing 197 students (134 boys and 63 girls). For collecting research data, researcher-developed questionnaires were used. In order to analyze data, the single sample t test and paired t and independent t method were used. The results showed that students’ perception and expectation of educational service quality in all aspects is more than average, and there was a significant difference between students’ perception and expectation of Educational Services quality. Survey of differences between students’ perceptions of educational service quality in terms of gender showed that there is no difference between boys and girls except in ensuring aspect, but in other aspects, differences are observed between groups. However, the survey of differences between male and female students’ expectations of service quality showed that there is no difference between groups in the five dimensions of Servqual. 

کلیدواژه‌ها [English]

  • educational service quality
  • Faculty of Engineering
  • SERVQUAL Model

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