سنجش كيفيت خدمات دانشكدة تربيت بدني دانشگاه تهران از ديدگاه دانشجويان تحصيلات تكميلي

The Measurement of Service Quality in Faculty of Physical Education of University of Tehran from Higher Education Students’ Perspectives

ﻫﺪف از اﯾﻦ ﭘﮋوﻫﺶ ﺑﺮرﺳﯽ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت داﻧﺸﮑﺪة ﺗﺮﺑﯿﺖ ﺑﺪﻧﯽ داﻧﺸﮕﺎه ﺗﻬﺮان از دﯾﺪﮔﺎه داﻧﺸﺠﻮﯾﺎن ﺗﺤﺼﯿﻼت ﺗﮑﻤﯿﻠﯽ ﺑﻮد. ﺟﺎﻣﻌﮥ آﻣﺎري ﭘﮋوﻫﺶ، داﻧﺸﺠﻮﯾﺎن ﺗﺤﺼﯿﻼت ﺗﮑﻤﯿﻠﯽ داﻧﺸﮑﺪة ﺗﺮﺑﯿﺖ ﺑﺪﻧﯽ ﺑﻮدﻧﺪ ﮐﻪ ﺑﺎ ﺗﻮﺟﻪ ﺑﻪ ﺗﻔﺎوت ﺳﻄﺢ اﻧﺘﻈﺎرات، ﺑﻪ دو دﺳﺘﻪ داﻧﺸﺠﻮﯾﺎﻧﯽ ﮐﻪ ﭼﻨﺪ ﻣﻘﻄﻊ را در داﻧﺸﮕﺎه ﺗﻬﺮان ﮔﺬراﻧﺪه و داﻧﺸﺠﻮﯾﺎﻧﯽ ﮐﻪ ﯾﮏ ﻣﻘﻄﻊ را ﮔﺬراﻧﺪه، ﺗﻘﺴﯿﻢ ﺷﺪﻧﺪ ﮐﻪ در ﻣﺠﻤﻮع 100 ﻧﻔﺮ ﺑﻮدﻧﺪ. ﻧﻤﻮﻧﻪﮔﯿﺮي از ﻧﻮع ﺳﺮﺷﻤﺎري ﺑﻮد و در ﻧﻬﺎﯾﺖ 90 ﭘﺮﺳﺸﻨﺎﻣﻪ ﺑﺮﮔﺸﺖ داده ﺷﺪ. اﺑﺰار ﭘﮋوﻫﺶ، ﭘﺮﺳﺸﻨﺎﻣﮥ ﻣﺤﻘﻖﺳﺎﺧﺘﻪ ﺑﻮد ﮐﻪ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت را ﺣﻮل ﻣﺤﻮرﻫﺎي آﻣﻮزﺷﯽ، ﭘﮋوﻫﺸﯽ و اداري-داﻧﺸﺠﻮﯾﯽ ﻣﯽﺳﻨﺠﯿﺪ. در اﻣﻮر آﻣﻮزﺷﯽ ﺑﺎ اﻟﻬﺎم از ﻣﺪل ﺳﺮوﮐﻮال ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت در ﭘﻨﺞ ﺑﻌﺪ ﺗﻀﻤﯿﻦ، ﭘﺎﺳﺨﮕﻮﯾﯽ، ﻫﻤﺪﻟﯽ، اﻃﻤﯿﻨﺎن و ﻣﻮارد ﻣﻠﻤﻮس، ﻣﻮرد ﺳﻨﺠﺶ ﻗﺮار ﮔﺮﻓﺖ. در ﺑﺨﺶ ﭘﮋوﻫﺸﯽ ﻧﯿﺰ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت در ﻗﺎﻟﺐ ﭼﻬﺎر ﺑﺨﺶ ﺧﺪﻣﺎت راﯾﺎﻧﻪاي و اﯾﻨﺘﺮﻧﺘﯽ، ﮐﺘﺎﺑﺨﺎﻧﻪ، آزﻣﺎﯾﺸﮕﺎه و ﻣﻌﺎوﻧﺖ ﭘﮋوﻫﺸﯽ ﺑﺮرﺳﯽ ﺷﺪ. ﻧﺘﺎﯾﺞ ﻧﺸﺎن داد ﮐﻪ ﻫﻤﮥ اﺑﻌﺎد ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت آﻣﻮزﺷﯽ ﺑﺎﻻﺗﺮ از ﺳﻄﺢ ﻣﺘﻮﺳﻂ اﺳﺖ و در ﺑﺴﯿﺎري از ﻣﻮارد ﻧﯿﺰ از ﺳﻄﺢ ﻣﻄﻠﻮﺑﯽ ﺑﺮﺧﻮردار اﺳﺖ. در ﺑﯿﻦ اﺑﻌﺎد ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت اﻣﻮر آﻣﻮزﺷﯽ ﻃﺒﻖ ﻣﺪل ﺳﺮوﮐﻮال، ﺑﻌﺪ ﻣﻮارد ﻣﻠﻤﻮس ﺑﯿﺸﺘﺮﯾﻦ ﻣﯿﺎﻧﮕﯿﻦ و ﺑﻌﺪ ﭘﺎﺳﺨﮕﻮﯾﯽ ﮐﻤﺘﺮﯾﻦ ﻣﯿﺎﻧﮕﯿﻦ را داﺷﺖ. در ﺑﺨﺶ ﺗﻌﯿﯿﻦ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت اﻣﻮر ﭘﮋوﻫﺸﯽ ﻣﺸﺨﺺ ﺷﺪ ﮐﻪ ﮐﻠﯿﮥ ﻣﺆﻟﻔﻪﻫﺎ در ﺳﻄﺤﯽ ﺑﺎﻻﺗﺮ از ﻣﺘﻮﺳﻂ ارزﯾﺎﺑﯽ ﺷﺪه ﺑﻮدﻧﺪ. در ﺑﺨﺶ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت اﻣﻮر اداري و داﻧﺸﺠﻮﯾﯽ ﻣﺸﺨﺺ ﺷﺪ ﮐﻪ ﺑﺮﺧﻼف اﻣﻮر آﻣﻮزﺷﯽ و ﭘﮋوﻫﺸﯽ، در ﭼﻨﺪﯾﻦ ﻣﻮرد ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت ﭘﺎﯾﯿﻦﺗﺮ از ﻣﺘﻮﺳﻂ ارزﯾﺎﺑﯽ ﺷﺪه ﺑﻮد ﮐﻪ ﻧﯿﺎزﻣﻨﺪ ﺗﻮﺟﻪ ﺑﯿﺸﺘﺮ ﻣﺪﯾﺮﯾﺖ و ﮐﺎرﮐﻨﺎن اﺳﺖ.

The aim of this study was to evaluate the service quality of the Faculty of Physical Education of University of Tehran from higher education students’ perspectives. The statistical population consisted of 100 higher education students of Physical Education Faculty who were divided into two groups based on the difference in their level of expectations: those who had spent one course in this faculty or more courses in this faculty. Sampling was carried out by census sampling method and 90 questionnaires were returned. A researcher-made questionnaire was used which measured service quality in 3 dimensions: educational, research and administrative-student. In the educational sector, SERVQUAL model was used to measure service quality in the five dimensions: assurance, responsiveness, empathy, reliability and tangibles. Research quality services were measured in four dimensions including computer and internet, library, laboratory and research department. Results showed that all educational service quality dimensions were above the average and also were desirable in many cases. Based on SERVQUAL model, tangibles had the highest mean and responsiveness had lowest mean among the educational service quality dimensions. Also, in research service quality sector, all factors were higher than the average. In the administrative-student sector, some cases on service quality were lower than the average contrary to educational and research factors which requires more attention from managers and personnel.