بررسی رابطه کیفیت ارائه خدمات با رضایت و نگرش دانشجویان از تصویر دانشگاه (مطالعه موردی دانشگاه سمنان)
محورهای موضوعی : مدیریت تحقیق و توسعهرضا شهریاری پور 1 * , سیاوش طالع پسند 2
1 - دانشگاه سمنان
2 - دانشگاه سمنان
کلید واژه: کیفیت خدمات رضایت نگرش دانشجویان تصویر دانشگاه دانشگاه سمنان ,
چکیده مقاله :
هدف از این پژوهش بررسی رابطه کیفیت ارائه خدمات با رضایت و نگرش دانشجویان از تصویر دانشگاه بود. طرح پژوهش حاضر از نوع همبستگی - توصیفی بود. جامعه آماری پژوهش کلیه دانشجویان در مقاطع مختلف تحصیلی دانشگاه سمنان بودند، حجم نمونه به دست آمده برابر با 170 نفر بود که برای به دست آوردن آن از روش نمونه گیری تصادفي طبقه اي استفاده شد. شرکت کنندگان پرسشنامه کیفیت خدمات، پرسشنامه میزان رضایت دانشجویان، پرسشنامه نگرش دانشجویان از تصویر دانشگاه را تکمیل کردند. داده ها با استفاده از آزمون همبستگی و تحلیل مسیر تجزیه و تحلیل شدند. بر اساس یافته ها، اثر ساختاری، همدلی، اطمیناندهی، پاسخ گویی و قابلیت اعتماد از ابعاد کیفیت خدمات بر رضایت و نگرش دانشجویان از تصویر دانشگاه، تایید شد؛ همچنین، نتایج تحلیل مسیر، ضمن تایید وجود اثر ساختاری معنادار، رضایت دانشجویان بر نگرش دانشجویان از تصویر دانشگاه؛ نشان داد که، رضایت دانشجویان، در رابطه ساختاری، کیفیت خدمات با نگرش دانشجویان از تصویر دانشگاه، نقش واسطه ای مثبتی دارد.
The aim of this study was to investigate the relationship between quality of service and satisfaction and attitude of students of the University image. Design of this study was correlational - descriptive. The population study consisted of students had different levels Semnan university, the sample size obtained was 170, that to obtain of stratified random sampling method was used. Students, service quality questionnaires, students' satisfaction questionnaires and iattitude of students of the University image have completed. To analyze the data, correlation and path analysis method were used. Based on the findings, Structural effect of, empathy, assurance, responsiveness and reliability dimension of service quality on satisfaction and attitude of students of the University image , were confirmed; The results of path analysis, structural effect of student satisfaction on the attitude of students of the University image was confirmed. The results also showed that student satisfaction, in structural relationship of, quality of service with attitude of the image of the university students, the role of intermediaries positive has.
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