نویسندگان

1 . دانشیار دانشکده علوم تربیتی و روانشناسی، دانشگاه شهید بهشتی، تهران، ایران

2 دانشجوی دکتری مدیریت آموزش عالی، دانشگاه علامه طباطبایی، تهران، ایران

3 دانشجوی دکتری مدیریت آموزش عالی، دانشگاه شهید بهشتی، تهران، ایران

10.52547/irphe.27.4.55

چکیده

پذیرش دانشجویان بین ­المللی یکی از مهم ­ترین مؤلفه ­های بین ­المللی­ سازی آموزش عالی است. به­ رغم در اقلیت بودن جمعیت دانشجویان بین ­المللی، به­ دلیل آثار و پیامدهای تحصیل این دانشجویان بر نظام­ های آموزشی کشورهای مختلف، رضایت آنها از کیفیت خدمات دانشگاهی حایز اهمیت است. با وجود اهمیت این موضوع، در پژوهش­ های پیشین کمتر به آن توجه شده است. تحقیق حاضر با هدف بررسی کیفیت خدمات دانشگاهی از منظر دانشجویان خارجی مشغول به تحصیل در دانشگاه شهید بهشتی انجام شد. روش تحقیق توصیفی- پیمایشی و جامعه آماری پژوهش شامل تمام 221 نفر دانشجویان خارجی در دانشگاه شهید بهشتی بود. حجم نمونه با استفاده از جدول کرجسی و مورگان 140 نفر تعیین شد که با در نظر گرفتن ضریب افت، تعداد 150 پرسشنامه بر اساس روش نمونه­ گیری تصادفی ساده بین آنها توزیع و تعداد 126 پرسشنامه پاسخ داده شد. ابزار جمع ­آوری اطلاعات پرسشنامه محقق ­ساخته بود که شش بعد از کیفیت خدمات ارائه­ شده در دانشگاه شامل خدمات آموزشی و پژوهشی، خدمات کتابخانه ­ای و رسانه ­ای، خدمات اداری، خدمات رفاهی، کیفیت فضای کالبدی و فیزیکی و خدمات اجتماعی و فرهنگی در دو سطح انتظارات و واقعیت­ ها آزمون شد. برای سنجش روایی پرسشنامه از آرای متخصصان و خبرگان دانشگاهی استفاده و پایایی پرسشنامه با استفاده از آزمون آلفای کرونباخ در سطح انتظارات 96/0 و در سطح واقعیت ­ها 96/0 برآورد شد. یافته­ ها نشان داد که بین وضعیت انتظارات و واقعیت­ ها از کیفیت خدمات ارائه شده شکاف وجود دارد (001/0 = p < /span>) که بیشترین میانگین نمره شکاف منفی به بعد کیفیت خدمات اداری (45/1-) و کمترین نمره به بعد کیفیت خدمات آموزشی و پژوهشی (73/0-) مربوط می­ شد.
 

کلیدواژه‌ها

عنوان مقاله [English]

Evaluation of university services quality: perspectives of international students in Iran

نویسندگان [English]

  • Abasalt Khorasani 1
  • Maryam Panahi 2
  • Reza Ghanbari 3

1 Associate professor, Faculty of Psychology and Education, Shahid Beheshti University, Tehran, Iran.

2 Ph.D. Candidate in Higher Education Administration, Allameh Tabatabai University, Tehran, Iran.

3 Ph.D. Candidate in Higher Education Administration, Shahid Beheshti University, Tehran, Iran.

چکیده [English]

One of the important components of the internationalization of higher education is recruiting international students.  Despite the small number of international students and due the effects and consequences of their education on the educational systems of different countries, their satisfaction with the quality of university services is important.  Given the importance of this issue, few studies have focused on the evaluation of the quality of university services from the point of view of international students in Iran. Therefore, the purpose of this descriptive survey study was to evaluate the quality of university services from the point of view of international students studying at Shahid Beheshti University. The statistical population was all 221 international students studying at Shahid Beheshti University.  sample size was determined 140 via Krejci & Morgan table. Based on simple random sampling method and Considering the drop coefficient, 150 questionnaires were distributed among students and 126 questionnaires were collected. The instrument was a researcher-made questionnaire. It included 6 components of the quality of university services including educational-research services, library, and media services, administrative services, welfare services, physical spaces, social and cultural services. These 6 components were measured in expectations and real existing levels. To assess the validity of the questionnaire, the opinions of academic experts was used and the reliability of the questionnaire was estimated at 0.96 at the expectations and 0.96 at the existing   levels, using the Cronbach's alpha test. Findings indicated that there is a gap between the expectations and reality (p=0.001). Most gaps between expectations and reality included the quality of administrative services (-1.45) and the quality of educational and research services (-0.73).
 

کلیدواژه‌ها [English]

  • Higher Education
  • Evaluating services
  • internationalization of higher education
  • International students
  • University services
1. Altbach, P.G., & Teichler, U. (2001). Internationalization and exchanges in a globalized university. Journal of Studies in international Education, 5(1), 5-25.
2. Alves, H., & Raposo, M. (2007). Conceptual model of student satisfaction in higher education. Total Quality Management and Business Excellence, 18(5), 571-588.
3. Arab Kheradmand, A., Shabani, E., & Azadi, T. (2015). Assessment of international students’ satisfaction in Tehran medical university. Journal of Payavard Salamat, 9(1)-97-105 [in Persian].
4. Asgharzadeh, N., Khorasani, A., & Farasatkhah, M. (2016). The role of English language as a medium of instruction in internationalization of higher education: A comparative study in Europe. Quarterly Journal of Research and Planning in Higher Education, 22(3), 89-111[in Persian].
5. Aziz, H., & Abdolghader, F. (2018). Investigation of international students quality on educational services. Journal of Humanities Insights, 2(02), 118-123.
6. Barker, K. (1999). Quality guidelines for technology-assisted distance education. Futured Consulting Education Futurists.
7. Beelen, J., & Jones, E. (2015). Redefining internationalization at home. In The European Higher Education Area (pp. 59-72). Springer, Cham.
8. Bozbay, Z., Baghirov, F., Zhang, Y., Rasli, A., & Karakasoglu, M. (2020). International students' service quality evaluations towards Turkish universities. Quality Assurance in Education, ‌28(3),151-164.
9. Brochado, A. (2009). Comparing alternative instruments to measure service quality in higher education. Quality Assurance in Education, 17 (2), 174-190.
10. Butt, B.Z., & Rehman, K. (2010). A study examining the students satisfaction in higher education. Procedia Social and Behavioral Sciences, 2, 5446-5450.
11. https://doi.org/10.1016/j.sbspro.2010.03.888
12. Cardona, M.M., & Bravo, J.J. (2012). Service quality perceptions in higher education institutions: The case of a Colombian university. Estudios Gerenciales, 28(125), 23-29.
13. Charles, N., & Delpech, Q. (2015). Investir dans l’internationalisation de l’enseignement supérieur. France Stratégie, 11-25.
14. Chih, W.H., Wang, K.Y., Hsu, L.C., & Cheng, I.S. (2012). From disconfirmation to switching: An empirical investigation of switching intentions after service failure and recovery. The Service Industries Journal, 32(8), 1305-21.
15. Chong, Y.S., & Ahmed, P.K. (2012). An empirical investigation of students’ motivational impact upon university service quality perception: A self- determination perspective. Quality in Higher Education, 18(1), 37-41.
16. Chui, T.B., Ahmad, M.Sh.B., Ahmad Bassim, F.B., & Ahmad Zaimid, N.B. (2016). Evaluation of service quality of private higher education using service improvement matrix. Procedia - Social and Behavioral Sciences, 224, 132-140.
17. Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55-68.
18. Dib, H., & Alnazer, M. (2013). The impact of service quality on student satisfaction and behavioral consequences in higher education services. International Journal of Economy, Management and Social Sciences, 2(6), 285-90.
19. Douglass, J.A., & Edelstein, R. (2009). The Global Competition for Talent the Rapidly Changing Market for International Students and the Need for a Strategic Approach in the US. Center for Studies in Higher Education Research and Occasional Paper Series: CSHE, 8)09(,1-22‌.
20. Giannakis, M., & Bullivant, N. (2015). The massification of higher education in the UK: Aspects of service quality. Journal of Further and Higher Education,40(5), 630-48.
21. Gilavand, A., & Maraghi, E. (2019). Assessing the quality of educational services of Iranian universities of medical sciences based on the SERVQUAL evaluation model: A systematic review and Meta-Analysis. Iranian Journal of Medical Sciences, 44(4), 273 [in Persian].
22. Hariri, N., Moradi, A., & Nasiri Shafti, R. (2013). Perspectives of non-Iranian students towards the quality of library sources and services. University Textbooks; Research and Writing, 17(30), 67-84.
23. Harlen, W. (2007). Criteria for evaluating systems for student assessment. Studies in Educational Evaluation, 33(1), 15-28.
24. Harvey, L., & Williams, J. (2010). Fifteen years of quality in higher education (Part Two). Quality in Higher Education, 16(2), 37-41.
25. Hassanzadeh, A., Kanaani, F., & Elahi, S. (2012). A model for measuring e-learning systems success in universities. Expert Systems with Applications, 39(12), 10959- 66.
26. Ho, S.K., & Wearn, K. (1996). A higher education TQM excellence model: HETQMEX. Quality Assurance in Education, 4(2), 35-42.
27. Ibrahim, O. (2015). Suggested model for e-learning quality service. Journal of Business Management & Social Sciences Research, 4(1), 54-58.
28. ICEF (2019). International students generate global economic impact of US$300 billion. Retrieved from https://monitor.icef.com/2019/08/international-students-generate-global-economic-impact-of-us300-billion/
29. Jafarirad, A., Azizi Shamami, M., & Karafestani, Z. (2016). Studying postgraduates’ satisfaction level about quality services offered by Tehran state-run universities. Iranian Journal of Engineering Education, 17(68), 113-125 [in Persian]. doi: 10.22047/ijee.2016.12254.
30. Khoo, H., Ho, H., & McGregor, S.L.T. (2017). Service quality and student/customer satisfaction in the private tertiary education sector in Singapore. International Journal of Educational Management, 31(4), 430-44.
31. Khorsandi Tāskouh, A., & Panahi, M. (2017). Critical analysis of international ranking systems of universities; policy recommendations for Iran's higher education. Iranian Higher Education, 8(3), 111-136 [in Persian].
32. Lagrosen, S., Seyyed-Hashemi, R., & Leitner, M. (2004). Examination of the dimensions of quality in higher education. Quality Assurance in Education, 12(2), 61-69.
33. Lam, S.Y., Shankar, V., Erramilli, M.K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a businessto- business service context. Journal of the Academy of Marketing Science, 32(3), 293-311.
34. Lien, N.H., & Kao, S.L. (2008). The effects of service quality dimensions on customer satisfaction across different service types: Alternative differentiation as a moderator. Advances in Consumer Research, 35, 522-26.
35. Lim, P.C.,& Tang, N.K. (2000). A study of patient’s expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance, 13(7), 290-99.
36. Martínez-Argüelles, M., Castán, J., & Juan, A. (2010). How do students measure service quality in e-learning? A case study regarding an internet-based university. Electronic Journal of E-Learning, 8(2), 151-60.
37. Mohamad Yusof, A.R., Hassan, Z., Abdul Rahman, S., & Ghouri, A.M. (2012). Educational service quality at public higher educational institutions: A proposed framework and importance of the sub – dimensions. International Journal of Economics Business and Management Studies, 1(2), 36-49.
38. Ntshoe, I.M. (2004). Higher education and training policy and practice in South Africa: Impacts of global privatization, quasi- Marketization and new managerialism. International Journal of Educational Development, 24(2), 137-154.
39. Panahi, M. (2020). Virtual Internationalization of Higher Education, Institute of Social and Cultural Studies. Tehran. Retrieved fromhttp://iscs.ac.ir/blog/2020/09/27/
40. Panahi, M., Abbaspour, A., Khorsandi Taskoh, A., & Ghiasi Nodooshan, S. (2021). Comparative analysis of international education hubs in Gulf region. Management and Planning in Educational Systems,13(2), 127-155 [in Persian].
41. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
42. Petruzzellis, L., D’Uggento, M.A., & Romanazzi, S. (2006). Student satisfaction and quality of service in Italian universities. Managing Service Quality, 16(4), 349-64.
43. Pouratashi, M. (2018). Internationalization mechanisms in world selected universities and Iran. Quarterly Journal of Research and Planning in Higher Education, 24(2), 85-108 [in Persian].
44. Samouei, R., Zamani, A.R., Loghmani, A., Naseri, H., & Tavakoli, M. (2013). International students of Isfahan university of medical sciences: A survey about their needs and difficulties. Mater Sociomed, 25(2), 118-20.
45. Shafiezadeh, H. (2013). Challenges and strategies of recruiting international students in Iran, Rahbord, 22(69), 247-262 [in Persian].
46. Shaik, N., Lowe, S., & Pinegar, K. (2006). DL-sQUAL: A multiple-item scale for measuring service quality of online distance learning programs. Online Journal of Distance Learning Administration, 9(2), 201-14.
47. Subrahmanyam, A., & Raja Shekhar, B. (2014). HiEduQual: An instrument for measuring the critical factors of students’ perceived service quality. Management Science and Engineering, 8(2), 103-9.
48. Sugant, R. (2014). A Framework for Measuring Service Quality of E-Learning Services. Proceedings of the Third International Conference on Global Business, Economics, Finance and Social Sciences, GB14Mumbai Conference) Mumbai, India. 19-21.
49. Sultan, P., & Wong, H. (2010). Performance-based service quality model: An empirical study on Japanese universities. Quality Assurance in Education, 18(2), 126-43.
50. Unesco (2000). Higher Education in the twenty first century, Word conference on Higher Education. UNESCO: Paris.
51. Usman, U., & Mohd Mokhtar, S.S.(2016). Analysis of service quality, university image and student satisfaction on student loyalty in higher education in Nigeria. International Business Management, 10(12), 2490-502.
52. Wang, Y.S. (2003). Assessment of learner satisfaction with asynchronous electronic learning systems. Information & Management, 41(1), 75-86.
53. Wu, H.Y., & Lin, H. (2012). A hybrid approach to develop an analytical model for enhancing the service quality of e-learning. Computers & Education, 58(4), 1318-38.
54. Yousapronpaiboon, KH. (2014). SERVQUAL: Measuring higher education service quality in Thailand. Procedia - Social and Behavioral Sciences, 116, 1088-95.
55. Zafiropoulos, C. (2006). Students’ attitudes about educational service quality. The Cyprus Journal of Sciences, 4, 13-23.
56. Zakersalehi, GH.R. (2016). Higher Education and Recruiting International Atudents. Tehran: Institute of Research and Planning in Higher Education [in Persian].
57. Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through websites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-75.