نوع مقاله : مقاله پژوهشی
نویسنده
استادیار مدیریت ورزشی، دانشگاه گیلان
چکیده
هدف از این پژوهش بررسی کیفیت خدمات دانشکدة تربیت بدنی و مقایسة آن با دیگر دانشکده های دانشگاه گیلان و تأثیر آن بر خوشنامی آنها بود. پژوهش حاضر از نوع توصیفی ـ تحلیلی بود و جامعة آماری پژوهش را تمام دانشجویان دانشگاه گیلان در سال های تحصیلی 93-94 و 94-95 (3834 نفر) تشکیل دادند که با استفاده از نمونه گیریِ نسبتی ـ تصادفی ساده، تعداد 460 نفر به‌عنوان نمونة آماری انتخاب شدند. ابزار گردآوری داده ها، دو پرسش‌نامة سنجش خوشنامی (فومبران، 1996) و ادراکات و انتظارات مشتری از کیفیت خدمات ارائه‌شده بر اساس مدل سروکوال (1985) بودند. روایی پرسش‌نامه ها را 15 نفر از استادان دانشگاه تأیید کردند و اعتبار آن با استفاده از آلفای کرونباخ بهترتیب 0/86 و 0/85 محاسبه شد. از آزمون تحلیل واریانس یک‌طرفه و معادلات ساختاری برای تجزیه و‌تحلیل داده ها استفاده شد. یافته های این مطالعه نشان داد اختلاف معناداری بین دانشکده های دانشگاه گیلان در کیفیت خدمات وجود نداشت، اما دانشکدة تربیت بدنی در بُعد اعتبار، نسبت به دیگر دانشکده ها جایگاه بالاتر و در دو بُعد پاسخ‌گویی و تضمین، جایگاهی پائین تر داشت. همچنین، نتایج پژوهش نشان داد که کیفیت خدمات، اثر مثبت و مؤثری بر خوشنامی دانشکده ها دارد. به نظر می رسد برای بهبود کیفیت خدمات ارائه‌شده و در نتیجه افزایش خوشنامی دانشکدههای دانشگاه گیلان، به‌ویژه دانشکدة تربیتبدنی، لازم است تا مسئولان به کیفیت خدمات آموزشی و پژوهشی در دانشکده، تسهیل و بهبود روابط کارکنان و استادان با دانشجویان، توجه به تجهیزات، امکانات و فضاهای دانشکده و ایجاد حس اعتماد و اطمینان در دانشجویان توجه ویژه ای داشته باشند.
کلیدواژه‌ها
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