ارزیابی کیفیت خدمات آموزشی و سنجش رضایت دانشجویان بر اساس مدل سروکوال و شبکه عصبی مصنوعی (مطالعه موردی: دانشکده مهندسی دانشگاه سیستان و بلوچستان)

نوع مقاله: مقاله علمی - پژوهشی

نویسندگان

گروه مهندسی صنایع، دانشکده مهندسی، دانشگاه سیستان و بلوچستان، زاهدان، ایران

10.22047/ijee.2019.129529.1544

چکیده

ارائه خدمت با کیفیت از عوامل مهم رضایت مشتریان می باشد. بر همین اساس، شناخت ادراکات و انتظارات دریافت‌کنندگان خدمت از عوامل ارتقای کیفیت از دیدگاه مشتری محسوب می‌شود. این پژوهش با هدف ارزیابی کیفیت و تعیین شکاف بین انتظارات و ادراکات دانشجویان از خدمات آموزشی و پیش بینی رضایت دانشجویان به بررسی مقایسه ای مدل های مبتنی بر ادراک و انتظار دانشجویان از خدمات آموزشی می پردازد. این مطالعه به روش توصیفی-اکتشافی انجام شده است. جامعه آماری این تحقیق شامل کلیه‌ی دانشجویان مشغول به تحصیل دانشکده مهندسی در نیمسال اول 1396- 1395 بود. از آنجا که مطالعه تمام افراد جامعه آماری امکان پذیر نبود، با استفاده از روش نمونه گیری تصادفی سیستماتیک 313 نفر انتخاب شدند و پرسشنامه استاندارد سروکوال بومی شده در اختیار آنان قرار گرفت. پرسشنامه در قالب 25 جفت سؤال طراحی‌ و داده های ورودی و خروجی در سه مدل مختلف ادراکات و انتظارات، ادراکات، و شکاف ها به شبکه عصبی مصنوعی داده شد. نتایج نشان داد که شبکه های عصبی مصنوعی با استفاده از داده های جمع آوری شده مدل ادراکات با خطای کمتر و دقت بیشتری قادر به پیش بینی ارزیابی کیفیت خدمات نسبت به دو مدل دیگر است. همچنین مهمترین متغیرها در کیفیت خدمات آموزشی، ارائه مطالب به شیوه ای قابل درک، مناسب بودن زمان برگزاری کلاس ها، برگزاری دوره های آموزشی مهارتی خاص هر رشته، انعطاف پذیری اساتید در مواجهه با شرایط دانشجو، و برگزاری اردوها و برنامه های آموزشی فوق برنامه تعیین گردید.

کلیدواژه‌ها

موضوعات


عنوان مقاله [English]

Evaluating the quality of educational services and satisfaction of engineering students based on Servqual model and artificial neural network (Case study: Faculty of Engineering, Sistan and Baluchestan University

نویسندگان [English]

  • Mohammad Reza Shahraki
  • Mina Narouei
Industrial Engineering Department, Engineering Faculty, sisatan and Baluchestan University, Zahedan, Iran
چکیده [English]

Quality of service delivery is an important factor in customer satisfaction. Based on this, recognizing the perceptions and expectations of service recipients is considered as a factor in improving the quality from the customer's point of view. This study aims to assess the quality and determine the gap between students 'expectations and perceptions of educational services and students' satisfaction prediction to compare the perceptual models and expectations of students about educational services. This is a descriptive-exploratory study. The statistical population of this study included all students studying at the Faculty of Engineering in the first semester of 2016- 2017. Since the study of all the statistical society was not possible, 313 students were selected using a systematic random sampling method and a standard questionnaire was given to them. The questionnaire was designed in 25 pairs of design questions and input and output data in three different models of perceptions and expectations, perceptions, and gaps in the artificial neural network. The results showed that artificial neural networks were able to predict the quality of service quality estimation using the collected data of the perceptual model with less error and more accuracy than the other two models. Also, the most important variables in the quality of educational services, the presentation of the materials in a comprehensible manner, the suitability of the time of classes, the holding of special training courses in each discipline, the faculty flexibility in dealing with student conditions, and the holding of camps and extra-curricular training programs determined.

کلیدواژه‌ها [English]

  • Quality
  • Five Dimensions
  • Educational services
  • SERVQUAL model
  • Faculty of Engineering
  • Artificial Neural Network
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