ارزیابی کیفیت خدمات خوابگاهی با ترکیب مدل‌های سروکوال و ipa (مطالعه موردی: دانشگاه اردکان)

نظام آموزشی زمانی از عهده وظایف خود بر می آید که علاوه بر کمیت، از نظر کیفیت نیز در وضع مطلوبی باشد. از طرفی، با توجه به رقابت ملی و جهانی دانشگاه‏ها و رشد کمی آن ها در سال‏های گذشته، این موسسات برای باقی ماندن در فضای رقابت و تبدیل شدن به اولویت انتخاب دانشجویان و جامعه، ناچار به افزایش کیفیت خدمات خود هستند. یکی از خدمات مهم دانشگاه‏ها برای دانشجویان اسکان آن ها در خوابگاه‏، به عنوان خانه دوم و جایگزین موقت محیط خانواده است. کیفیت مناسب و رضایت دانشجویان از خوابگاه می‏تواند به پیشرفت تحصیلی و سلامت جسمانی و روانی آن ها کمک کند. در این مقاله به منظور ارزیابی کیفیت خدمات خوابگاهی دانشگاه اردکان از دید دانشجویان ساکن در آن، از مدل سروکوال و برای تحلیل از مدل ipa استفاده شده است. بدین منظور داده‌های 145 نفر از دانشجویان خوابگاهی که به روش نمونه‌گیری متوالی انتخاب شدند با استفاده از پرسشنامه جمع‌آوری شد. بررسی انتظارات و ادراکات دانشجویان از خدمات ارائه شده و شکاف میان آن ها با استفاده از پرسشنامه طراحی شده، نشان‏دهنده شکاف منفی در همه ابعاد کیفیت خدمات خوابگاهی است که بیشترین شکاف مربوط به بعد ملموسات و کمترین مربوط به بعد تضمین بوده است. ارزیابی ابعاد و گویه‌های بررسی شده در این تحقیق با کمک ماتریس ipa نقاط ضعف، قوت و اولویت‌های بهبود را نشان می دهد. از نتایج این تحقیق می توان در ارزیابی و عارضه یابی خدمات خوابگاهی دیگر دانشگاه ها و همچنین مهمانسراهای ایرانگردی و جهانگردی نیز استفاده نمود.

dormitory services quality evaluation using servqual and ipa (case study: ardakan university)

abstract the education system can fulfill its tasks when, in addition to quantity, it is also in good condition in terms of quality. on the other hand, due to national and global competition between universities and the fast growth of the number of them, these institutions are forced to increase their quality of services in order to become priority for the students and society. one of the important services of universities for students is their accommodation services in dormitories. therefore, dormitory is an important part of universities as a second home and will replace the family for a group of students. a high quality and satisfaction of students from these services can help the academic progress, physical and mental health of students. in this paper, the quality of dormitory services of ardakan university has been evaluated using the servqual model and analyzed by ipa. to achieve this goal, the data was collected using questionnaire from 145 students in ardakan university by sequential sampling. examining students’ expectations and perceptions of the services and the gap between them has shown a negative gap in all aspects of service quality; the biggest gap for tangibles and the least one for assurance. analysis of different aspects and questions in this research using ipa matrix showed the strengths, weaknesses and improvement priorities. the results of this study can be used in the evaluation and diagnosis of dormitory services of other universities, as well as iran tourism hotels.extended abstractintroductionhigher education is responsible for the social, cultural, economic and educational growth and development of the society and it should be of good quality in addition to quantity (yasbolagi et al, 2015). on the other hand, competitions in the field of higher education have increased the pressure on universities and educational institutions to improve their capabilities and service quality. the customer and his satisfaction are key elements in different definitions of quality that contribute to the success and excellence of organizations and increase their profitability (madanian shekarchizade, 2019). in universities, students are one of the important groups of customers whose satisfaction can be a determining factor for evaluating the institution’s performance (yazdani hajian, 2018). evaluating the quality of university services from the perspective of students, as one of the basic requirements of modern management, can help in planning for the long-term success and survival of universities. some of the university services for students include information technology services, library, welfare services, administrative services, education and dormitory services (haji mohammad khoshghalb, 2020).the service quality model (serqual) is one of the most widely used models for evaluating service quality, which was first introduced by parasuraman et al. in 1985. this model defines service quality in five: tangibles, reliability, accountability, assurance and empathy.in the studies with the seroqual tool, the evaluation of the gap between the expectations and perceptions of customers has been used for quality analysis. another method that is suggested for the analysis of different dimensions of quality is the use of the importance-performance matrix (ipa), which makes suggestions and priorities based on the importance of each issue. for example, this method was used in stig university of portugal to evaluate the quality of educational services, and suggestions for improvement were defined (silva fernandes, 2011). in a university in indonesia, the student satisfaction index and the ipa matrix have been used to evaluate the quality of laboratory services in key performance indicators. the satisfaction index of students in this study is 72%. the ipa analysis has shown priorities for improving these services in matters such as equipment adequacy, their calibration, laboratory safety and staff behavior (sidik et al, 2019).considering the importance of university dormitory services and the gap observed in research on the subject, in this article a model for evaluating the quality of dormitory services with the help of serqual techniques and importance-performance analysis is presented. the purpose of this research was to evaluate the quality of dormitory services in the university, which ardakan university was selected as a case study. in this regard, the main question of the research is the quality of university dormitory services, which will be investigated based on the servqual model.theoretical frameworkin higher education, various studies have investigated the quality of educational services in different universities, which have often shown a negative gap in most dimensions of these services. among the most recent of these studies, we can cite the evaluation of the satisfaction of university pharmacy students in saudi arabia (sibai et al, 2021), students of dental and nursing colleges in saudi arabia and egypt (rabaa hala, 2022) and postgraduate students of medical sciences in kermanshah (toghroli et al, 2021). ). but in the university, in addition to educational services, other services are also provided. in a research to investigate students’ satisfaction with the academic role of babolsar city, it was shown that accommodation services and welfare services had the greatest effect, and sports services and employment facilities had the least effect on student satisfaction (shamai mahmoodi, 2011). in our country, in the girls’ dormitories of the urmia university of medical sciences, researchers showed that the dormitory services are acceptable and satisfactory from the students’ point of view, using serqual questionnaires. however, a significant difference has been observed between the average satisfactions of students in different dormitories (nabilou khani, 2015). in another qualitative research that was conducted among girls living in the dormitories of ten iranian universities, students were dissatisfied with the facilities of the rooms, the condition of the buildings, cultural and welfare facilities (serajzadeh habibpour, 2019). in the dormitories of mohaghegh ardabili university, architectural and construction factors have been investigated and problems have been identified (daliri hatami, (2022). in another study, the relationship between drug use and the quality of sleep and life in the dormitories of allameh tabatabai university was investigated (kushkestani, 2020).another method used in studies to analyze different dimensions of quality is the use of the importance-performance matrix, which makes suggestions and priorities based on the importance of each issue. for example, this method was used in stig university in portugal to evaluate the quality of educational services (silva fernandes, 2011); in a university in indonesia to evaluate the quality of laboratory services (sidik et al, 2019); in a university in china to evaluate the quality of english language teaching services (wenyu, 2021); and in another university in beijing to evaluate the quality of classroom teaching (wang et al, 2022)).research methodologythe purpose of this applicable research, which was carried out with a survey-analytical method, is to evaluate the condition of the dormitories of ardakan university. the statistical population of the present study is 1000 students living in the university dormitories, including 400 boys and 600 girls in four separate buildings. cochran’s formula was used to determine the sample size, and the number 88 was acquired at the 10% confidence level. to carry out this study, the standard questionnaire of serqual model was adapted for dormitory services. this initial questionnaire was reviewed in several stages with the help of experts and university dormitory service officials, and the final questionnaire was prepared with 31 items in 5 dimensions.in order to ensure the validity of the questionnaires, the