ارزیابی کیفیت خدمات واحد آموزش شرکت خطوط لوله و مخابرات نفت ایران

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانش‌آموخته کارشناسی ارشد آموزش بزرگسالان، گروه علوم تربیتی، دانشکده روانشنلسی و علوم تربیتی، دانشگاه تهران، تهران، ایران

2 دانشیار، گروه علوم تربیتی، دانشکده روانشناسی و علوم تربیتی، دانشگاه تهران، تهران، ایران

3 دانشیار گروه علوم تربیتی، دانشکده روانشناسی و علوم تربیتی، دانشگاه تهران، تهران، ایران

4 دانشجوی کارشناسی ارشد مدیریت آموزشی، گروه علوم تربیتی، دانشکده روانشناسی و علوم تربیتی، دانشگاه تهران، تهران، ایران

10.22034/emes.2023.549779.2357

چکیده

هدف: هدف اصلی پژوهش حاضر، ارزیابی کیفیت خدمات واحد آموزش شرکت خطوط لوله و مخابرات نفت ایران بر اساس مدل سروکوال است.
روش پژوهش: پژوهش حاضر از نظر هدف و ماهیت، کاربردی و با توجه به نحوه گردآوری داده‌ها، با استفاده از رویکرد کمی و بر اساس روش توصیفی-پیمایشی انجام شده است. جامعه آماری این پژوهش، کلیه کارکنان شرکت خطوط لوله و مخابرات نفت ایران در سال 1397 به تعداد 810 نفر می‌باشد. روش نمونه‌گیری از نوع نمونه‌گیری تصادفی ساده و حجم نمونه نیز با استفاده از فرمول کوکران به تعداد 260 نفر برآورد گردیده است. ابزار گردآوری داده‌ها، پرسشنامه استاندارد کیفیت خدمات سروکوال می‌باشد. برای به‌دست آوردن روایی پرسشنامه مذکور، از روایی صوری استفاده شده است و پایایی پرسشنامه نیز با استفاده از روش آلفای کرونباخ مورد بررسی قرار گرفته است که مقدار ضریب آلفای کرونباخ (94/0) محاسبه شده است که نشان دهنده پایایی بالای پرسشنامه می‌باشد. به منظور تجزیه و تحلیل داده‌ها در بخش آمار توصیفی از شاخص‌های (فراوانی، میانگین، انحراف معیار، کجی و کشیدگی)؛ و در بخش آمار استنباطی نیز از (آزمون‌های پارامتری تی تک نمونه‌ای و تی وابسته) استفاده شده است.
یافته‌ها: یافته‌های حاصل از پژوهش نشان داد وضعیت موجود کیفیت خدمات واحد آموزش شرکت خطوط لوله و مخابرات نفت ایران بالاتر از میانگین می‌باشد. همچنین بین ادراک و انتظارات کارکنان شرکت خطوط لوله و مخابرات نفت ایران از کیفیت خدمات واحد آموزش تفاوت معناداری وجود دارد و ادراک کارکنان از وضعیت موجود در سطح پایین‌تری از وضعیت مطلوب (وضعیت مورد انتظار) قرار دارد.
نتیجه‌گیری: بر اساس یافته‌های حاصل از پژوهش می‌توان این گونه نتیجه‌گیری کرد که مؤلفه‌هایی که از نظر کارکنان دارای فاصله با وضعیت مطلوب هستند (فیزیکی، اطمینان، پاسخگویی و همدلی) بیشتر مورد توجه قرار گیرد و بعد تضمین که از نظر کارکنان در سطح مطلوبی قرار دارد، هر چه بیشتر تقویت گردد.

کلیدواژه‌ها


عنوان مقاله [English]

Evaluating the Quality of Services of the Training Unit of Iran Oil Pipelines and Telecommunications Company

نویسندگان [English]

  • Mahnoosh Mahdi 1
  • Marziyeh Dehghani 2
  • Mohamad Javadipour 3
  • Omid Oshaghi 4
1 Msc of Adult Education, Department of Education, Faculty of Psychology and Education, University of Tehran, Tehran, Iran
2 Associate Professor, Department of Education, Faculty of Psychology and Education, University of Tehran, Tehran, Iran
3 Associate Professor, Department of Education, Faculty of Psychology and Education, University of Tehran, Tehran, Iran
4 Masters student of Educational Management, Department of Education, Faculty of Psychology and Education, University of Tehran, Tehran, Iran
چکیده [English]

Objective: 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.
Methods: 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.
Results: 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.  
Conclusion: 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.

کلیدواژه‌ها [English]

  • Keywords: service quality
  • educational services
  • SERVQUAL
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