بررسي شكاف كيفيت خدمات آموزشي از ديدگاه دانشجويان دستياري دانشگاه علوم پزشكي زنجان در سال تحصيلي 97-96

Evaluation of Quality Gap of Educational Services from the Residency Students Viewpoint of Zanjan University of Medical Sciences in 2017-2018

بررسي رضايتمندي دانشجويان از كيفيت خدمات آموزشي دانشگاه مي تواند تا حدودي شكاف بين انتظارات آنان با وضعيت موجود را نشان دهد. لذا اين مطالعه به منظور تعيين شكاف كيفيت خدمات آموزشي از ديدگاه دانشجويان دستياري دانشگاه علوم پزشكي زنجان در سال تحصيلي 96-97 انجام گرفت. روش بررسي اين مطالعه يك مطالعه ي تحليلي-مقطعي بود. جامعه ي آماري تحقيق كليه ي دانشجويان دستياري دانشگاه علوم پزشكي زنجان در سال تحصيلي 96-97 بودند كه تعداد آن ها 188 نفر بودند كه به صورت سرشماري وارد مطالعه گرديدند. داده ها با استفاده از پرسش نامه كيفيت خدمات آموزشي (SERVQUAL) جمع آوري گرديد. تجزيه وتحليل داده ها با استفاده از آمار توصيفي و آزمون تي زوجي در نرم افزار SPSS نسخه 24 انجام شد. يافته ها از ميان 188 شركت كننده در مطالعه 106 نفر زن (56 درصد) و 82 نفر مرد (46 درصد) بودند، ازنظر سني نيز 122 نفر زير 35 سال (65 درصد) و 66 نفر بالاي 35 سال (35 درصد) قرار داشتند. نتايج آزمون تي زوجي نيز نشان داد كه بين ادراك و انتظارات دستياران از كيفيت خدمات آموزشي در تمامي ابعاد پنج گانه خدمات شكاف منفي وجود دارد (97/1

Evaluation of satisfaction of students with educational services of universities can show the gap between their expectations and the current state. Therefore, this study aimed to determine the quality gap of educational services from the viewpoint of residency students of Zanjan University of Medical Sciences in 2017-2018. Materials and Methods This analytical and cross-sectional study was performed on 188 residency students selected by census sampling. Data were collected using SERVQUAL, and data analysis was carried out by SPSS version 24 using descriptive statistics and paired t-test. Results In this study, 106 subjects (56%) were female and 82 participants (46%) were male. In terms of age, 122 individuals were below the age of 25 (65%), whereas 66 residency students were above 35 years (35%). According to paired t-test, there was a difference between expectations and perceptions of residency students from the quality of educational services and a negative service gap in five dimensions (P=0.001, t>1.97). In this regard, the highest and lowest gaps were related to the dimensions of reliable (-2.43) and physical dimension and tangible (-2.1), respectively. Conclusion From the perspective of residency students of Zanjan University of Medical Sciences, there was a negative gap between expectations of quality of educational services with the current state.