طراحي و اعتبارسنجي كيفيت خدمات آموزشي مبتني بر رضايت دانشجويان بر مبناي الگوي خان

Designing and validating the quality of educational services based on student satisfaction Based on the Khan model

ﻫﺪف ﭘﮋوﻫﺶ ﺣﺎﺿﺮ ﻃﺮاﺣﯽ اﻟﮕﻮ، ارزﯾﺎﺑﯽ و اﻋﺘﺒﺎرﺳﻨﺠﯽ ﮐﯿﻔﯿﺖ ﺧﺪﻣﺎت آﻣﻮزش اﻟﮑﺘﺮوﻧﯿﮏ ﻣﺒﺘﻨﯽ ﺑﺮ رﺿﺎﯾﺖ داﻧﺸﺠﻮﯾﺎن ﺑﻮد . روش ﭘﮋوﻫﺶ از ﻧﻮع ﮐﯿﻔﯽ و ﮐﻤﯽ و ﺟﺎﻣﻌﻪ آﻣﺎري ﺑﺮاي ﺑﺨﺶ ﮐﯿﻔﯽ اﻋﻀﺎي ﻫﯿﺎت ﻋﻠﻤﯽ و ﺧﺒﺮﮔﺎن داﻧﺸﮕﺎه آزاد اﺳﻼﻣﯽ ﺑﻪ ﺗﻌﺪاد 20 ﻧﻔﺮ و در ﺑﺨﺶ ﮐﻤﯽ ﮐﻠﯿﻪ داﻧﺸﺠﻮﯾﺎن داﻧﺸﮕﺎه آزاد اﺳﻼﻣﯽ واﺣﺪ ﻣﺸﻬﺪ ﺑﻪ ﺗﻌﺪاد 32000 ﻧﻔﺮ ﺑﻮدﻧﺪ ﮐﻪ ﻃﺒﻖ ﻓﺮﻣﻮل ﮐﻮﮐﺮان ﺗﻌﺪاد384 ﻧﻔﺮ ﺑﻪ روش ﺗﺼﺎدﻓﯽ ﺳﺎده ﺑﻪ ﻋﻨﻮان ﻧﻤﻮﻧﻪ آﻣﺎري اﻧﺘﺨﺎب ﺷﺪﻧﺪ. اﺑﺰار ﺟﻤﻊ آوري اﻃﻼﻋﺎت ﺷﺎﻣﻞ ﻣﺼﺎﺣﺒﻪ و ﭘﺮﺳﺸﻨﺎﻣﮥ 57 ﺳﻮاﻟﯽ ﻣﺤﻘّﻖ ﺳﺎﺧﺘﻪ ﻃﺒﻖ اﻟﮕﻮي ﺧﺎن ﺗﻨﻈﯿﻢ ﺷﺪه ﺑﻮد. و ﺑﻌﺪ از ﺗﺄﺋﯿﺪ رواﯾﯽ)ﻗﻀﺎوت ﺻﺎﺣﺐ ﻧﻈﺮان و اﺳﺎﺗﯿﺪ( و ﭘﺎﯾﺎﯾﯽ )ﻣﺤﺎﺳﺒﻪ آﻟﻔﺎي ﮐﺮوﻧﺒﺎخ 0/92( در ﺑﯿﻦ داﻧﺸﺠﻮﯾﺎن داﻧﺸﮕﺎه آزاد اﺳﻼﻣﯽ واﺣﺪ ﻣﺸﻬﺪ ﺗﻮزﯾﻊ ﺷﺪ. ﺑﺮاي ﺗﺠﺰﯾﻪ و ﺗﺤﻠﯿﻞ داده ﻫﺎ از روش ﻫﺎي آﻣﺎري ﺗﻮﺻﯿﻔﯽ و اﺳﺘﻨﺒﺎﻃﯽ اﺳﺘﻔﺎده ﺷﺪ.در آﻣﺎر ﺗﻮﺻﯿﻔﯽ از ﺷﺎﺧﺺ ﻣﺮﮐﺰي و ﭘﺮاﮐﻨﺪﮔﯽ ﻣﺜﻞ ﻣﯿﺎﻧﮕﯿﻦ، اﻧﺤﺮاف ﻣﻌﯿﺎر و در ﺑﺨﺶ اﺳﺘﻨﺒﺎﻃﯽ از ﺗﺤﻠﯿﻞ ﻋﺎﻣﻠﯽ اﮐﺘﺸﺎﻓﯽ و ﺗﺄﺋﯿﺪي در ﺳﻄﺢ اﻃﻤﯿﻨﺎن 95% ﺑﺎ ﻧﺮم اﻓﺰارﻫﺎي اس ﭘﯽ اس اس 18 و ﭘﯽ ال اس ﻧﺴﺨﻪ 3 اﻧﺠﺎم ﮔﺮﻓﺖ. ﺑﺮ اﺳﺎس ﺗﺠﺰﯾﻪ و ﺗﺤﻠﯿﻞ داده ﻫﺎي ﮐﯿﻔﯽ ﺣﺎﺻﻞ از ﻣﺼﺎﺣﺒﻪ ﻫﺎي ﻋﻤﯿﻖ و اﮐﺘﺸﺎﻓﯽ و ﮐﺪﮔﺬاري و ﺗﺤﻠﯿﻞ ﻣﺤﺘﻮاي ﻣﺘﻦ ﻣﺼﺎﺣﺒﻪ ﻫﺎ و در ﻋﯿﻦ ﺣﺎل ﻣﻄﺎﺑﻘﺖ آن ﻫﺎ ﺑﺎ ﻣﺒﺎﻧﯽ ﻧﻈﺮي، ﻧﺘﺎﯾﺞ ﭘﮋوﻫﺶ ﻧﺸﺎن داد ﺑﻌﺪ ﺳﺎزﻣﺎﻧﯽ ﺑﺎ ﺑﺎر ﻋﺎﻣﻠﯽ 0/589 در ﺟﻬﺖ ﻋﻮاﻣﻞ ﺷﻨﺎﺳﺎﯾﯽ ﺷﺪه ﻣﺆﺛﺮ در رﺿﺎﯾﺖ داﻧﺸﺠﻮﯾﺎن ﺑﯿﺸﺘﺮﯾﻦ اﻫﻤﯿﺖ را دارد و ﺑﻌﺪ از ﻓﻨﺎوري ﺑﺎ ﺑﺎر ﻋﺎﻣﻠﯽ 0/511 ﮐﻤﺘﺮﯾﻦ اهميت را دارد و دﯾﮕﺮ اﺑﻌﺎد در درﺟﺎت ﺑﻌﺪي ﻗﺮار ﮔﺮﻓﺘﻨﺪ.

The purpose of this study was to design and validate the quality of educational services based on student satisfaction based on Khan model. The research method was qualitative and quantitative and the statistical population for the qualitative section was 20 faculty members and experts of the Islamic Azad University and in the quantitative section all the students of the Islamic Azad University of Mashhad were 32,000. According to Cochran's formula, 384 people were selected as a statistical sample by simple random sampling. Data collection tools included interviews and a 57-item researcher-made questionnaire tailored to Khan. After confirmation of validity (judgment of experts and professors) and reliability (Cronbach's alpha calculation 0.92) was distributed among students of Islamic Azad University, Mashhad Branch. Descriptive and inferential statistical methods were used to analyze the data. In descriptive statistics, the central index and dispersion such as mean, standard deviation and in the inferential part of exploratory and confirmatory factor analysis at 95% confidence level with SPSS software. S18 and PLS version 3 were performed. Based on the analysis of qualitative data obtained from in-depth and exploratory interviews and coding and analyzing the content of the interview text and at the same time their compliance with theoretical foundations, the results showed that the organizational dimension with a factor load of 0.589 in the direction of identified factors. Effective in student satisfaction is the most important and after technology with a factor load of 0.511 is the least important.