فصلنامه پژوهش و برنامه ریزی در آموزش عالی
ارزیابی کیفیت خدمات دانشگاه های ایرانی از دیدگاه دانشجویان بین المللی؛ مورد مطالعه دانشگاه شهید بهشتی
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
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
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