ارزیابی کیفیت خدمات آموزشی از دیدگاه دانشجویان دانشکده علوم پزشکی آبادان

نوع مقاله: مقاله پژوهشی

نویسندگان

1 عضو هیأت علمی، گروه آمار زیستی، دانشکده بهداشت، دانشگاه علوم پزشکی جندی شاپور اهواز، اهواز، ایران.

2 عضو هیأت علمی، گروه پرستاری، دانشکده علوم پزشکی آبادان، آبادان، ایران.

3 کارشناس ارشد آموزش زبان انگلیسی، دانشگاه علوم پزشکی جندی شاپور اهواز، اهواز، ایران.

چکیده

به منظور توسعه یک سیستم آموزشی، ارزیابی کیفیت خدمات آموزشی از طرف متقاضیان آن دارای اهمیت بسزایی است. لذا این مطالعه با هدف بررسی کیفیت خدمات آموزشی ارائه شده از دیدگاه گیرندگان خدمات آموزشی با تمرکز بردانشجویان علوم پزشکی آبادان در سال 1397 انجام شد. این مطالعه توصیفی در سال 1397 بر روی 236 دانشجوی دانشکده علوم پزشکی آبادان انجام شد. افراد به روش نمونه‌‌گیری چند مرحله‌ای انتخاب شدند و به دو پرسش‌نامه مشخصات دموگرافیک و سروکوال پاسخ دادند. آنالیز داده‌ها با استفاده از نرم افزارSPSS  و آزمون‌های آماری توصیفی و استنباطی( کای اسکوئر، t مستقل، آنالیز واریانس) انجام شد. بیش‌ترین و کم‌ترین میانگین نمره ادراک به ترتیب در بعد اطمینان (۳.۰۸±۰.۸۱) و در بعد فیزیکی) ۲.۸۸±۱.۰۶) بود. این شکاف در تمامی ابعاد پنج‌ گانه کیفیت خدمات آموزشی وجود دارد. بیش‌ترین و کم‌ترین میانگین نمره شکاف به ترتیب در بعد همدلی       (۱.۲۸±۱.۱۲-) و در بعد اطمینان (۰.۹۶±۱.۱۳-) بود. اختلاف آماری معناداری از نظر میانگین نمره شکاف در ابعاد پاسخگویی، همدلی و تضمین در بین دانشجویان سال اول و دوم و دانشجویان سال سوم و بالاتر با (05/0> P) وجود داشت. میانگین نمره شکاف پاسخگویی و همدلی در بین سه گروه تحصیلی اختلاف آماری معناداری (05/0> P)داشت. بر اساس نتایج این تحقیق، به منظور بهبود و توسعه سیستم آموزشی به ویژه در بعد همدلی، پیشنهاد می‌شود همه دست اندرکاران امر آموزش به ویژه مسؤولان توجه بیش‌تری به انتظارات دانشجویان داشته باشند و خدمات دانشگاه را با توجه به نیازهای دانشجویان و رضایت‌مندی آن‌ها بهبود بخشند.

کلیدواژه‌ها


عنوان مقاله [English]

Quality of Educational Services from Students’ Viewpoint at Abadan Faculty of Medical Sciences

نویسندگان [English]

  • Elham Maraghi 1
  • farkhonde hayati 2
  • farzaneh hayati 3
1 Faculty member, Department of Biostatistics, School of Health, Ahvaz Jundishapur University of Medical sciences, Ahvaz, Iran.
3 M.A. in Teaching English, Ahvaz Jundishapur University of Medical sciences, Ahvaz, Iran.
چکیده [English]

In order to achieve educational goals, it is really important to assess educational services by clients. The purpose of this study was to evaluate the quality of educational services from the viewpoint of students at Abadan faculty  of medical siences. This descriptive study was conducted on 236 students that those participants were selected by multistage sampling method and responded to demographic and SERVQUAL questionnaires. The highest and lowest mean scores of perception were in reliability (3.08±0.81) and tangible (2.88±1.06) dimensions, respectively. As a concequence, there was a gap quality in five dimensions  that  showed a statistically significant difference in the mean score of the gap in responsiveness, empathy, and assurance between the first and second year, and third-year students and above (P <0.05). The mean score of the gap between responsiveness and empathy among the three majors had a significant difference (P <0.05). According to the results of this research and identify the weaknesses and strengths of the mentioned educational system,  getting advance in the quality of educational services especially in the dimension of empathy is a prority requirement. It is suggested that all involved in education especially authorities pay more attention to students' expectations and improve university services tailored to students' needs and their satisfaction.

کلیدواژه‌ها [English]

  • Quality of educational services
  • Students
  • Perceptions
  • Expectations

AGHAMOLAEI T, ZARE S, ABEDINI S 2013, The quality gap of educational services from the point of view of students in Hormozgan University of Medical Sciences. Strides in development of medical education. [In Persian].

ARBOUNI F, SHOGHLI A, BADRIPOSHTEH S, et al 2008, The gap between students’ expectations and educational services provided for them, Zanjan University of Medical Sciences. Strides in Development of Medical Education, Vol. 5, Pp. 17_25. [In Persian].

ATHIYAINAN A,O’DONNELL B 1994, Exploring graduates’ perceptions of the quality of higher education. Journal of Institutional Research in Australasia, VOL. 3, Pp. 1_7.

BARNES B. R 2007, Analysing service quality: the case of post-graduate Chinese students. Total Quality Management & Business Excellence, Vol. 18, Pp. 313_31.

CHUA C 2004, Perception of quality in higher education.Proceedings of the Australian universities quality forum. Australian University Quality Agency Melbourne, Pp. 181_187.

GHAVIMI M, RAHBAR M, KALVANAG A, et al 2017, Evaluation of the quality of educational services of Tabriz University of Medical Sciences based on SERVQUAL model. World Journal of Dentistry, Vol. 8, Pp. 114_118.

JAFARI ASL M, CHEHRZED M, GHANBARI A 2014, Quality of educational services from viewpoint's of nursing and midwifery students of Guilan University based on Servqual model. Research in medical education, Vol. 6, Pp. 50_58. [In Persian]

KEBRIAEI A, ROUDBARI M, RAKHSHANI N. M,et al 2005, Assessing quality of educational services at Zahedan University of Medical Sciences. [In Persian]

KHADEMLOO M, ZARE A, FAKHAR M 2013, Survey of service quality gap from the viewpoint of paramedicine students in Mazandaran University of Medical Sciences, 2010. J Educ Ethics Nurs, Vol. 2, Pp. 48_55. [In Persian]

KHANDAN M, NOUHI E, SABZEVARI S 2015, Quality Assessment of Educational Services in Nursing and Midwifery School of Kerman Based on SERVQUAL Model. Iranian Journal of Medical Education, Vol. 15, Pp. 251_262. [In Persian]

MIRI S, NICKBAN M, JAVADI M, et al 2010, The survey of Kerman University nursing students' viewpoints about educational services quality provided for them. J Qual Res Health Sci, Vol. 9, Pp. 20_27. [In Persian]

Shams L, Mahmoudi S, Maleki M.R, et al 2014, Educational service quality of Tehran University of Medical Sciences: the students’ perspective. Razi Journal of Medical Sciences, Vol. 21. NO. 124, Pp. 37_46. [In Persian]

Haresabadi M, Bibak B, abbasi Z 2013, Quality gap in educational services at North Khorasan University of Medical Sciences: Students Viewpoints about Current and Optimal Condition. Journal of North Khorasan University of Medical Sciences,Vol. 5, NO. 4, Pp. 715_21. [In Persian]

kavosi Z, Rahimi H, Qanbari P, et al 2014, Investigation of quality gap of educational services from the viewpoints of students of Shiraz University of Medical SciencesSadra Med Sci J, Vol. 2, No. 2, Pp. 161_172. [In Persian]

NOROUZINIA R, MOHAMMADI R, SHARIFI A 2016, Gap Analysis of Educational Services Quality based on SERVQUAL Model from Iranian Medical Students’ Viewpoint. Educational Research in Medical Sciences Journal, Vol. 5, Pp. 87_96.

PARASURAMAN A, ZEITHAML V. A, BERRY L. L 1988, Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, Vol. 64, Pp. 12.

SALEEM S, MOOSA K, IMAM A, et al 2017, Service quality and student satisfaction: the moderating role of university culture, reputation and price in education sector of pakistan. Iranian Journal of Management Studies, Vol. 10, Pp. 237_258.

 Verti Selvi M, Ponniah V. M 2018, Service Quality On Business And Management Student Perceived And Desired Satisfaction: TheAntecedents With Private Higher Education Institution In Sikkim State, India. IJMET, Vol. 9, Pp. 670_679.

TOFIGHI S, SADEGHIFAR J, HAMOUZADEH P, et al 2011, Quality of educational services from the viewpoints of students SERVQUAL model. Education Strategies in Medical Sciences, Vol. 4, Pp. 21_26. [In Persian]

YARMOHAMMADIAN M. H, NAZARI M, MORADI R, et al 2015, Evaluation of educational services quality for healthcare services management students of Isfahan University of Medical Sciences based on SERVQUAL model. Iranian Journal of Medical Education, Vol. 15, Pp. 319_329. [In Persian]

ZHANG J, WANG J, MIN S. D, et al 2016, Influence of curriculum quality and educational service quality on student experiences: A case study in sport management programs. Journal of Hospitality, Leisure, Sport & Tourism Education, Vol. 18, Pp. 81_91.

Shakhi K, Hossinpour D, Maharloo H .R, et al 2013,Students' Views about the Educational Quality of Health Services Management Department in AJUMS Vol.4, No. 1, Pp. 83_89. [In Persian]

Mousavi P, Hayati F, Najar SH, et al 2011, A Survey on the Viewpoints of Midwifery Students of Ahvaz Jundishapur University of Medical Sciences about Teachers' Educational Performance. Educational Developement of Jundishapur, Vol. 1, No. 2, Pp. 9_15. [In Persian]

Tabarsa GH, Hasanvand Mofrad M, Arefnezhad M 2012, Evaluation of Factors affecting Quality Education: A study on University of Esfahan. Interdisciplinary Studies in the Humanities,Vol. 4, No. 4, Pp. 51_3. [In Persian]

Shakurnia A, Motlagh M, Malayeri A, et al 2005, View medical university jundishapour factors than teacher evaluation, Iranian journal of medical education, Vol. 5, No. 2, Pp. 101_10. [In Persian]

Bahreini M, Momeni Danaei Sh,Shahamat Sh, et al 2011,The Quality of    Educational Services: Gap between Optimal and Actual Status according to Dentistry Students mui, Vol. 7, No. 11, Pp. 685_694. [In Persian] 

Rasolabady M, Shafieian M, Gharibi F 2013, Assessment of the quality of educational services by the SERVQUAL Model: viewpoints of the students at Kurdistan University of Medical SciencesSJKU, Vol. 18, NO, 1, Pp. 104_112. [In Persian]