نوع مقاله : مقاله پژوهشی

نویسندگان

1 استادیار مدیریت ورزشی، دانشگاه اراک

2 دانشجوی دکترای مدیریت ورزشی، دانشگاه تربیت مدرس

چکیده

هدف این پژوهش ارزیابی کیفیت خدمات گروه علوم ورزشی دانشگاه اراک بر اساس رویکرد ترکیبی سروکوال، کانو و گسترش عملکرد کیفیت بود. این پژوهش از نوع پژوهش‏های توصیفی پیمایشی بود. جامعة آماری شامل دانشجویان گروه علوم ورزشی دانشگاه اراک بودند که 108 نفر از آنها به صورت تصادفی ـ سهمیه‏ای به‌عنوان نمونة آماری انتخاب شدند. برای گردآوری داده‏ها از پرسشنامة‏ سروکوال برای بررسی ادراکات (92/0=α) و انتظارات (96/0=α) دانشجویان از کیفیت خدمات و نیز از پرسشنامة کانو (96/0= α) که مبتنی بر پرسشنامة‏ سروکوال است برای شناسایی نیازهای دانشجویان استفاده شد. همچنین، از شیوة گسترش عملکرد کیفیت (QFD) برای تعیین ویژگی‏های خدمات استفاده شد. داده‏ها با استفاده از آزمون‏های ویلکاکسون و فریدمن تحلیل شدند. نتایج نشان داد که از نظر دانشجویان کیفیت خدمات گروه در سطح متوسط بود و تفاوت آماری معناداری (شکاف منفی کیفیت) بین ادراکات و انتظارات دانشجویان در تمام شش مؤلفة‏ کیفیت خدمات وجود داشت. بیشترین شکاف کیفیت در مؤلفة‏ موارد ملموس و کمترین شکاف کیفیت در مؤلفة قابلیت اعتبار وجود داشت. در نهایت، 20 نیاز مهم دانشجویان از جمله اماکن و فضاهای ورزشی مناسب، اماکن و فضاهای آموزشی و اداری، آزمایشگاه مناسب و نیز 12 ویژگی فنی کیفیت خدمات از جمله پاسخ‌دهی مناسب کارکنان، اماکن و فضاهای فیزیکی کافی و مناسب و وجود ملزومات مناسب تکنولوژی اطلاعات برای بهبود کیفیت خدمات تعیین شدند. در مجموع، دانشجویان از کیفیت خدمات گروه علوم ورزشی رضایت نداشتند. به نظر می‏رسد اجرای یافته‏های پژوهش ‏بتواند بهبود کیفیت خدمات و در نتیجه رضایت دانشجویان را به دنبال داشته باشد.

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