ارزیابی کیفیت خدمات آموزش مجازی و تأثیر آن بر رضایت گیرندگان ‌خدمت (مطالعه موردی: دانشگاه سیستان و بلوچستان)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 شجوی کارشناسی ارشد مهندسی صنایع، دانشگاه سیستان و بلوچستان، زاهدان، ایران.

2 دانشجوی کارشناسی ارشد مهندسی صنایع، دانشگاه سیستان و بلوچستان، زاهدان، ایران.

3 استادیار گروه مهندسی صنایع، دانشگاه سیستان و بلوچستان، زاهدان، ایران.

چکیده

بررسی کیفیت خدمات آموزشی، از جمله گام‌های مهم در جهت ارتقاء کیفیت دانشگاه‌ها محسوب می‌شود و بکارگیری نظرات دانشجویان، به عنوان گیرندگان‌خدمت، می‌تواند به افزایش ارتقاء کیفیت آموزش مجازی کمک فراوانی کند. بنابراین، هدف از این تحقیق ارزیابی کیفیت خدمات آموزش مجازی و تأثیر آن بر رضایت گیرندگان‌خدمت دانشگاه سیستان و بلوچستان می‌باشد. روش این تحقیق، توصیفی از نوع همبستگی می‌باشد. جامعه آماری تحقیق شامل دانشجویان دانشگاه سیستان و بلوچستان بوده است. برای گردآوری داده‌ها، از پرسشنامه‌ استاندارد استفاده شد که روایی و اعتبار آن نیز تأیید شده است. جهت تجزیه و تحلیل داده‌ها، از آزمون همبستگی پیرسون در نرم افزار SPSS استفاده شده است. نتایج نشان می‌دهد بین ابعاد کیفیت خدمات آموزش مجازی (شامل خدمات انتقال یادگیری، قابلیت اطمینان، خدمات پشتیبانی یادگیری)، بر رضایت گیرندگان‌ خدمت تأثیر مثبت و معناداری وجود دارد. بین پاسخگویی و گیرند‌گان ‌خدمت رابطه مثبت معناداری وجود ندارد. نتایج نشان می‌دهد برای بهبود وضعیت پاسخگویی و بررسی مشکلات دانشجویان باید منابع و اطلاعات کافی در اختیار کارکنان قرار داده شود. برای افزایش کیفیت خدمات آموزش مجازی در جهت رضایت گیرندگان‌خدمت ضرورت دارد در اسرع وقت نواقص را شناسایی و برای بهبود وضعیت پاسخگویی دانشجویان اقدام نمایند.

کلیدواژه‌ها

موضوعات

عنوان مقاله [English]

Evaluate the Quality of E-Learning Services and its Impact on Service Recipients (Case Study: University of Sistan and Baluchestan)

نویسندگان [English]

  • Sofia Hajpoor 1
  • Faeze Mirshekari 2
  • MohebAli Rahdar 3
1 Master student of Industrial Engineering, Sistan and Baluchestan University, Zahedan, Iran.
2 Master student of Industrial Engineering, Sistan and Baluchestan University, Zahedan, Iran.
3 Assistant Professor, Department of Industrial Engineering, Sistan and Baluchestan University, Zahedan, Iran.
چکیده [English]

Examining the quality of educational services is one of the critical steps to improving the quality of universities, and using the opinions of students, as recipients of services, can greatly help to improve the quality of virtual education. Therefore, the purpose of this research is to evaluate the quality of virtual education services and their effect on the satisfaction of the service recipients of the University of Sistan and Baluchistan. The method of this research is a description of the correlation type. The statistical population of the study included the students of Sistan and Baluchistan University. A standard questionnaire was used to collect data, the validity, and reliability of which, have been confirmed. To analyze the data, Pearson's correlation test was used in SPSS software. The results show that there is a positive and significant effect on the satisfaction of service recipients between the quality dimensions of virtual education services. There is no significant positive relationship between responsiveness and service recipients. The results show that sufficient resources and information should be provided to the staff in order to improve the response situation and investigate students' problems. In order to increase the quality of virtual education services for the satisfaction of service recipients, it is necessary to identify the deficiencies as soon as possible and take action to improve the response status of students.

کلیدواژه‌ها [English]

  • Service Quality
  • satisfaction
  • virtual education

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