جستجوی مقالات مرتبط با کلیدواژه « کیفیت خدمات » در نشریات گروه « علوم تربیتی »

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The main purpose of this study is to evaluate the quality of services of the training unit of Iran Oil Pipelines and Telecommunications Company based on the SERVQUAL model.

The present study is applied in terms of purpose and nature, and according to the method of data collection, using a quantitative approach and based on a descriptive-survey method. The statistical population of this research is all the employees of Iran Oil Pipelines and Telecommunications Company in 1397, numbering 810 people. The sampling method is simple random sampling and The sample size is estimated to be 260 people using Cochran's formula. The data collection tool is the standard questionnaire of service quality of SERVQUAL. To obtain the validity of the questionnaire, face validity has been used and the reliability of the questionnaire has been evaluated using Cronbach's alpha method. The value of Cronbach's alpha coefficient (0.94) has been calculated, which indicates the high reliability of the questionnaire. In order to analyze the data in the descriptive statistics section of the indicators (frequency, mean, standard deviation, skewness and elongation); In the inferential statistics section, one-sample t-test and dependent t-test were used.

Findings from the research showed that the current situation of the quality of services of the training unit of Iran Oil Pipelines and Telecommunications Company is higher than the average. Also, there is a significant difference between the perceptions and expectations of the employees of Iran Oil Pipelines and Telecommunications Company about the quality of services of the training unit and the perceptions of the employees of the current situation are at a lower level than the desired situation.  

Based on the findings of the research, it can be concluded that the components that are far from the desired situation in terms of employees (physical, confidence, responsiveness and empathy) should be given more attention and then the guarantee that the employees are at a desirable level, be strengthened as much as possible.

In a highly competitive world where rapid customer needs are changing rapidly, losing a customer is costly for companies. Therefore, how to affect customer loyalty is of particular importance. The purpose of this study is to develop a structural model to determine the impact of perceived service justice on customer loyalty with the mediating role of service quality and communication quality. The research method in the present applied research is a descriptive survey and a researcher-made questionnaire was administered to 215 customers of Internet service providers (including: Shuttle, Parsonline, AsiaTek, Hayub, Sabanet, Telecommunications, Fanava, Asr Telecom) by non-probability sampling method. Available for distribution. Cronbach's reliability coefficient in this study was 0.86 and above 0.7. Convergent validity in the PLS model using the extracted mean variance (AVE) criterion gave values, above 0.5 for all structures and was confirmed. Structural equation modeling and partial least squares method were used to test the hypotheses and fit the model. The results showed that perceived service justice has a positive and significant effect on customer loyalty. The mediating role of service quality and communication quality in the impact of perceived service justice on loyalty was also confirmed. But the effect of service quality on communication quality was rejected.

The aim of this study was to identify and assessment the quality of services of the unit of education in one of the faculties of Tehran University and determine the factors affecting it. The statistical population of this study is students, professors and employees of the educational unit who were selected in a qualitative section in a targeted way and in a small section were selected randomly. In this study Mix Method (quantitative & qualitative) was used. The result of qualitative section showed that the factors of communication with service recipient’s principles, Organizational Principles and Competencies of service providers are the components of the services quality in the studied faculty. furthermore, Individual factors, organizational factors, Managerial factors and Environmental factors are the factors affecting the services quality. The result of quantitative part showed that from student perspective in all of the above components of services quality in the studied faculty is lower than average (communication with service recipients principals: t=-20.601, sig=0.000; Organizational Principles: t= -21.877, sig= 0.000, Competencies of service provider: t= -20.304, sig= 0.000). From professor’s perspective in the components of communication with service recipients Principles and the competencies of services quality providers is in the average and in the organizational component is in favorable condition. From perspective of the faculty education department staffs, all three components of services quality are in favorable condition which reflects the difference in the viewpoints of three studied groups.

This study aimed to measure the gap of perceived service quality in an e-learning environment in the coronavirus pandemic from the students' perspective. The present study was applied in terms of purpose and quantitatively descriptive survey in terms of data collection. The statistical population of this study includes all students of the University of Tehran who have been accepted electronically (3051) and have been studying in the semester of the academic year 1399-1400. Using the random sampling method and Cochran's formula, the sample size was calculated to be 341. The data collection tool was the Perceived Service Quality Questionnaire (PSQ) which had 4 components related to service quality (quality of teaching process as main activity, quality of administrative and facility services, quality of support services, and quality of user interface). The validity of the questionnaire was calculated through content validity and construct validity and its reliability was calculated through Cronbach's alpha test, the number of which was equal to 0.969. The results of the analysis showed that although in general students' perception of the current and favorable situation of the four components of service quality in the e-learning environment was above average, in some components there was a gap, the largest gap belongs to the user interface quality component. And the least of it is related to the quality component of the teaching process. The findings of the present study can help increase the awareness of policymakers and leaders of higher education about increasing the importance of the role of service delivery to students (in critical situations) as an integral dimension of academic service quality so that they can continuously evaluate and design optimal mechanisms for new methods. Identify and provide quality improvement services to them.

The purpose of this study was to investigate the relationship between quality of service and satisfaction and willingness to return at the Olympiad in the Marine and Beach Sports of Babolsar. The research method was descriptive and in terms of its practical result, data collection was done through library studies and standard questionnaire. The statistical population consisted of executive officials, coaches and athletes participating in the watersports and coastal exercise in Babolsar A sample of 360 samples from this community attended the Babolsar Aquatics and Beach Sports Olympiad were randomly selected. SPSS software was used to analyze the data and for analyzing the inferential results and relationships between the variables of research, structural equation analysis with partial least squares approach was used using smart PLS software.The results of the research showed that there was a direct and positive relationship between service quality and satisfaction variable, and service quality variable explained 79% of changes in satisfaction variable Between the two variables, the quality of perceived services and the desire to return are positive and direct, and the quality of service variable perceived 26% of the variation of the variation of the tendency to return Also, the satisfaction variable also explains 58% of the change in the tendency to return. Accordingly, it can be said that the quality of service variable indirectly and through the mediating variable, the satisfaction of 45% of the variable changes, tends to explain the desire for a return.

Mosques are an important religious tourism base that protects the value system and prevents values ​​from being forgotten. The mosque is an effective, responsible, cooperative spirit, capable, highly active, has the ability to promote, teach in accordance with Islamic principles and to cultivate Islamic identity, national unity, is an inspirational and has a great influence in Islamic societies. The main purpose of the current research is to identify the dimensions and quality of service indicators in the sacred Mosque of Jamkaran. Current research is in terms of its purpose. In terms of data collection, it is a case study. The statistical population of the study is all pilgrims of the Holy Mosque of Jamkaran. Sampling method is available sampling with 17 people. The findings were analyzed by interviewing the content content analysis method; the output of the interviews was in the form of six dimensions (dimension of security-health; dimension of physical environment; spiritual-religious dimension; communication dimension; educational dimension and social dimension); and 65 indicators for evaluation The quality of services of the sacred Mosque of Jamkaran was recorded.

The purpose of this study is to investigate the perceived quality of educational services from the perspective of students of entrance exam institutions in Tehran. The present research is developmental-applied in terms of purpose and descriptive and survey type in terms of data collection. The statistical population of the study included Those are the twelfth grade students of District 4 of Tehran who have used the educational services of the entrance exam institutes of Tehran in the academic year of 2018-2019. Comrey and Lee model was used to determine the statistical sample size and the number of 400 samples was determined and 340 completed questionnaires were received. Available cluster sampling method was used to select the members of the statistical sample and data collection was performed using two library methods for reviewing the research literature and field method for distributing and collecting questionnaires. The validity of the questionnaire was assessed by experts and its reliability was confirmed by Cronbach's alpha. In order to analyze the research data and extract the dimensions, exploratory factor analysis and its prioritization of Shannon entropy were used in SPSS and EXCEL statistical software, respectively. Findings of the present study show that the effective dimensions for measuring the perceived quality of educational services include five perceived quality dimensions of teachers' abilities, training programs, support programs, staff behavior and physical equipment; in the view of the respondents, the perceived quality of the support programs is of paramount importance was in the first rank in terms of importance.

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.

To assess the quality of the services provided at in-school Olympiads, and detect any possible gaps between expected and perceived quality, a sample of 420 students, principals, vice principals, teachers at participating schools, and the provincial general directors, their assistants, and the heads of provincial physical education departments was given a questionnaire of adequate validity and reliability. Data analyses revealed that in some respects, such as empathy, accountability, and confidence, the respondents are all satisfied with the quality of services rendered at the school Olympiads. But in other areas such as the physical aspects of the services and their trustworthiness, the respondents’ expectations were above the perceived reality of the given services. These expectations and perceptions are ranked.

The purpose of present research was Study of the quality of educational leadership services from the viewpoint of managers and teachers of multigrade schools was performed in Talesh township .The research method was descriptive - survey. The statistical population consisted of 214 (45 women and 169 men) managers and teachers of the multigrade schools in Talesh township.and the statistic samples included 134 people (28 women and 106 men) which were chosen the method of Simple random sampling. 28 item researcher made questionnaire was used for data gathering. Questions reliability was computed 89% by Cronbach’s alpha computation method. The results were analyzed through descriptive statistics methods such as frequency tables, average percentage Single-sample t-tests. The results showed that quality of educational leadership services from the viewpoint of managers and teachers of multigrade schools in the categories of human relations (30.5), the growth of professional qualifications of teachers (28.2), supervision and guidance (26.6) is more than average, and in the category of curriculum planning (19.3) less than moderate (21).

This research was conducted to identify and explain the relationships of KM with service quality and job performance in the port and maritime staff.The research method is descriptive-correlational. The sample size was calculated 113, using Cochran sampling formula, which was randomly selected from among employees of Bandar lengeh Ports and Maritime Organization. The instruments of the research were Knowledge Management questionnaire (Nonaka & and Takuchi, 1983), Quality of Service Scale (Praenomen, 1988) and Job performance scale (Cole Quiet et al, 2011). the results show that there is a significant relationship between KM and the quality of services and job performance. The results of multiple regression analysis showed that KM variables explain 40% of the variance in service quality. Based on the results of stepwise regression, knowledge acquisition had the greatest impact on the quality of services (= 383/0), and knowledge transfer and knowledge use were also a significant predictor of quality of service respectively in the next step. According to the research findings, KMs explain about 33% of the variance of job performance. In KM variables, knowledge application had the greatest impact on employee's job performance (= 0.442), and then knowledge acquisition and knowledge creation were significantly predictive of Job performance. According to research findings, considering the predictive power of knowledge management variables from the quality of services and job performance, organizations and in particular, its top managers, should provide socio-technical bases in accordance with the requirements of knowledge management.

The purpose of the present study was to investigate the relationship between employee's citizenship behavior and satisfaction and loyalty among students of Payam-e-Noor University of Rasht, considering the role of mediators in the quality of perceived services. The research is applied and descriptive-correlational. The statistical population of the study consisted of the staff and students of Payam-e-Noor University of Rasht, which numbered 2,000 and was selected by simple random sampling. According to Cochran's Ferromul, 322 people were selected. The data collection tool is a standard questionnaire. The reliability of the questionnaire was estimated 0.86 by Cronbach's alpha method and the validity of the questionnaire questions was verified by content experts approved by Pundits. To analyze the data, Lisrel 8.80 software was used for structured equation modeling and SPSS19 for descriptive statistics. The findings of this study showed that there is a positive and significant relationship between the citizenship behavior of the staff and the quality of services perceived by the students and as a result of satisfaction and loyalty of the students of Payam-e-Noor University in Rasht. Therefore, it is recommended that university directors and principals take steps to help improve and improve transpersonal behaviors, one of the ways to increase the effectiveness of the organization

The purpose of this study is to provide a model for the role of teachers' skill, need and attitude towards ICT on its use during teaching process with the mediator of the quality of the technology services in smart schools . Statistical population includes 34 smart schools (16 girls high school and 18 boys) with 714 male and female teachers in districts one and two in Rasht in the secondary high schools in the academic year 93-94. Out of this community, 17 high schools were selected through cluster sampling from both districts. Of these high schools, 250 teachers (114 women and 136 men) were selected as sample using Krejcie and Morgan table. The research was descriptive, correlational in structural equation modeling. A questionnaire was used to collect data from Hamedi, Tandvyak and Ganjevi (1393) To measure the attitude toward ICT , a standard questionnaire for computer attitude assessment CAS (Lloyd and Gersard ) and finally a questionnaire used to measure the quality of services based on the SERVQUAL SERVICE QUALITY QUESTIONNAIRE. Findings showed that despite the low utilization of technology by the teachers and their moderate need feeling toward skills, they have a positive attitude toward technology in the classroom. Regarding the quality of service, the results indicate a good status of service in schools. Also, the output taken from the LaserL software suggests an excellent fit of the model, and the results indicate that the skill of the teachers in ICT has a direct and indirect effect on the use of technology, but the need for teachers to use ICT is not meaningful. Also, teachers' attitude toward ICT has an indirect effect.

Nowadays, interest in quality in higher education and universities has been increased and paid attention in educational researches in international area. This descriptive- correlational research aimed to investigate university educational services quality from the students’ viewpoint. The statistical population of the research consisted of all Master of Science (MSc.) and Ph. D. students of faculty of agriculture in Tarbiat Modares University (TMU) (N= 414). Using Krejcie and Morgan’s table and simple random sampling, 193 students were selected as research sample (n= 193). A structured questionnaire, including end-closed answers using adjusted educational service quality (SERVQUAL) model in five dimensions was the main tool for data gathering. A panel of agricultural extension and education confirmed the validity of the questionnaire and its reliability was confirmed by calculating Cronbach alpha. According to the results, the priority of educational service quality dimension from the students’ viewpoints included empathy, responsiveness, reliability, tangibility and assurance. The results of comparing tests means showed that there were significant differences between the students with different courses, different average of scores and different gender regarding the satisfying from the educational service quality.

This study aimed to identify the significant factors on customers’ retention of training services provided by Alborz Provincial Technical and Vocational Training (TVT) Centers, from trainees and trainers’ perspectives. By reviewing the literature and scientific resources, seven goals and questions were considered for the present study. Identifying and defining the variables, a questionnaire was used to collect the required data. A researcher made- questionnaire contained 31 questions. After determining the statistical population, 339 questionnaires were distributed randomly among trainees of TVT centers. After completing and collecting the research questionnaires, the required data were analyzed using the SPSS software. The results showed that customers’ retention of training services are largely affected by competitive prices/fees. Therefore, among the five variables, the most important factors affecting customers’ retention of training services were respectively customer satisfaction, perceived usefulness of training, competitive price, balance of training contens and quality of services. The results showed that there is no significant difference between the viewpoints of trainers and trainees about the main variables of the research.

Abstract: This study aimed to examine the quality of educational services of postgraduate studies based on Servqual model from the viewpoints of the students at Razi University of Kerrmanshah, in the academic year 2016-2017. This applied research type follows a descriptive survey method. The research population consisted of all 3261 students of postgraduate studies and 297 of the students were selected in a stratified random sampling method based on Krejci and Morgan table. The data collection instrument was Servqual questionnaire. Content validity of the questionnaire was approved by professors and experts of educational administration, and its reliability was estimated as 0.94 according to Cronbach alpha coefficient formula. Data analysis was conducted by Wilcoxon test. The results showed that the quality of the educational services is not at the desirable level and the gap of perception and expectation in all aspects of the quality of the educational services at level of (p

This research has studied assessment of educational service quality in campus of technical colleges of Tehran University regarding views of higher education students based on Servqual Model. In this study, 346 higher education students were selected based on graded sampling method in accordance with content using correlation descriptive research method. Standard Servqual Questionnaire comprising five-dimensional Educational Service Quality was used for gathering data. Research data were analyzed after gathering research questions and using T-independent and T-dependant test and one directional variance analysis. Research findings indicate that there is meaningful difference between tangible factors, reliability, responsiveness, assurance and perceived empathy expected from students. Student's expectations are beyond their perception of the current situation and their expectations havent been met in any of these dimensions. Also there werent any meaningful differences between demographic student's educational college.

The present paper related to studying postgraduates’ satisfaction status about quality services offered by Tehran state-run universities. The method of this research is descriptive-survey. The statistical population comprises all postgraduate students studying at Tehran state-run universities in 2014-2015. Number of 384 students were sampled from Khrazmi, Beheshti, Tehran, Amirkabir, and khajehnasir universities. Of this sample, 361 students participated in the study and filled out a 48 item questionnaire. The results of factor analysis show four higher value than 1, by using the main elements (pc), first element: educational services, the second element: welfare service. Third element: administrative services, and fourth element: research services. To compare these factors, one sample t test were conducted. Findings indicated satisfaction of university services quality (academic services, research services, facilities, administrative services) was significantly below mean. It seems that regarding to the purpose of higher education for advancement of knowledge in order to have a better-society; therefore, universities ought to better respond to their clients’ needs regarding to their services increasingly.