..تاکسنومی رضایت دانشجویان از کیفیت خدمات ارائه شده در مدیریت آموزشی دانشگاه بجنورد

نوع مقاله: مقاله پژوهشی

نویسنده

مدیریت بازرگانی، دانشگاه بجنورد

چکیده

مطالعات حوزه سنجش کیفیت خدمات بیشتر بر حوزه محتوا و فرایند ایجاد کیفیت تمرکز نموده و کمترتوجهی به مطالعه تاکسنومیک در این حوزه شده است. مطالعات تاکسنومیک در حوزه کیفیت خدمات نه تنها توصیف مناسبی از گروههای دریافت کننده خدمت ارائه میدهد بلکه زمینه لازم را برای مطالعات تخصصی‌تر در این حوزه و نظریه پردازی در آن فراهم میکند. هدف این پژوهش بررسی تاکسنومیک رضایت دانشجویان از کیفیتخدمات ارائه شده در واحد مدیریت آموزشی و تحصیلات تکمیلی دانشگاه بجنورد بوده‌است. جامعه‌آماری پژوهش را دانشجویان دانشگاه بجنورد در چهار دانشکده: علوم انسانی، هنر، علوم پایه و فنی و مهندسی تشکیل داده اند که مشتمل بر 4039نفر بوده است. حجم نمونه با استفاده از جدول مورگان 354 نفر محاسبه گردید. برای نمونه‌گیری از دانشجویان، از روش نمونه گیری طبقه‌ای استفاده شد و در پایان 359 نفر از دانشجویان مورد تحلیل قرارگرفتند. ابزارگردآوری داده‌هاپرسشنامه بومی‌سازی شده سروکوآل بوده است. برای سنجش پایایی و روایی ابزار سنجش به ترتیب از آلفای کرونباخ و روایی همگرا استفاده شد. برای تجزیه و تحلیل داده‌ها از تحلیل خوشه‌ای K-mean بهره گرفته‌شد و سه خوشه از دانشجویان بشناسایی شد.

چکیده تصویری

..تاکسنومی رضایت دانشجویان از کیفیت خدمات ارائه شده در مدیریت آموزشی دانشگاه بجنورد

کلیدواژه‌ها

موضوعات


عنوان مقاله [English]

..Taxonomy of Students Satisfaction of service quality provided in Academic Affairs and postgraduate Management in University of Bojnord

نویسنده [English]

  • zahra nikkhah farkhani
busines management, university of bojnord
چکیده [English]

Quality assessment studies focus on the content area and the process of creating quality, and less attention has been paid to taxonomic study in this area. Taxonomy studies in the field of service quality not only provide a good description of the recipient groups, but also provide the contex for more specialized studies in thise field and theorizing in it. The aim of this study was to examine the Taxonomy of Students Satisfaction of service quality provided in Academic Affairs and postgraduate Management in University of Bojnord. The study population consisted of all 4039 undergraduate and postgraduate students at University of Bojnord in four faculties: humanities, arts, basic sciences, and engineering. The sample size was calculated 354 people using the Morgan table. For sampling of students, a class-based sampling method was used based on the college, departmental level and gender. In the end, 359 students were analyzed. The data collection tool has been a localized SERVQUAL quastionnaire. instrument reliability and validity was assesment using of Cronbach's alpha and convergent validity .

کلیدواژه‌ها [English]

  • services quality
  • Quality of educational services
  • Taxonomy
  • satisfaction with service quality
  • SERVQUAL model

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