Kakovost storitve na Libanonski univerzi: Fakulteta za javno zdravje
DOI:
https://doi.org/10.37886/Ključne besede:
kakovost storitev, visokošolsko izobraževanje, SERVQUAL, analiza razhoda, Analiza pomembnosti in uspešnosti, Libanonska univerza, Fakulteta za javno zdravje enota IVPovzetek
Raziskovalno vprašanje (RV): S spremembami v toku globalnega znanja se visokošolski zavodi soočajo z vprašanjem svoje kakovosti z vidika svojih primarnih strank, študentov. Raziskovalno vprašanje sprašuje, ali obstajajo razlike v kakovosti storitev v zvezi s pričakovanji in dojemanjem in katere storitvene dimenzije je treba izboljšati. Kakovost storitev je ena od glavnih perspektiv, ki jih je treba vključiti v skupne strategije kakovosti na visokošolskih zavodih za dokazovanje odličnosti in nadaljnje akreditacije.
Namen: Namen te raziskave je oceniti kakovost storitev na ravni fakultete, spremljati spreminjajoče se potrebe študentov in integrirati potrebe in pričakovanja v strategiji za izboljšanje kakovosti na visokošolski ravni. Ta študija bo poskušala določiti pot in opredeliti dejavnike za izboljšave in njihovo prednostno razvrstitev.
Metoda: Instrument SERVQUAL je bil uporabljen za oceno kakovosti storitev po GAPS modelu ter orodje za analizo Izboljšanj-Učinkovitosti pri določanju prednostnih atributov kot strateški cilji za izboljšave. Podatki so bili zbrani na Libanonski univerzi (LU) na Fakulteti za javno zdravstvo enota IV.
Rezultati: Kakovostne dimenzije storitev, ki najbolj pripomorejo k izboljšanju, so dimenzije Empatije in Oprijemljivosti. Specifični atributi, ki so pokazali potrebe po izboljšanju učinkovitosti visokega pomena so bili: poslušanje in razumevanje specifičnih potreb študentov, zagotavljanje ustreznega časovnega razporeda storitev, uporaba sodobne opreme in tehnologije, izkazovanje poštenega zanimanja za reševanje študentovih problemov in zagotavljanje obljubljene storitve.
Organizacija: Libanonska univerza bo imela strategije izboljšav, ki so potrebni v načrtu izboljšanja za nadaljnje akreditacije. Na ravni fakultete se na podlagi rezultatov lahko določi standard delovanja in ponovno ovrednoti oceno učinkovitih sprememb.
Družba: Kakovostna storitev z vidika študentov bo ohranila kompetentnost in zagotovitev javnih visokošolskih zavodov v primerjavi z zasebnimi. Kakovost javnih univerz je podporni steber za izobraževanje vseh študentov iz različnih družbenih slojev.
Originalnost: Ta študija je prva ocenila kakovost storitev na Libanonski univerzi. Pričakuje se, da bo sprožila nadaljnje podobne in neprekinjene serije ocen za vse fakultete, ki bodo zbrale natančen pregled potrebnih izboljšav in jih določile kot strategije v načrtih Libanonske univerze.
Omejitve/nadaljnje raziskovanje: Kakovost storitev je dinamični proces. Spreminja se s spreminjajočimi se generacijami z različnimi izkušnjami. Neprekinjeno merjenje in uporaba merilnega instrumenta zagotavljata boljši in natančnejši pregled stanja.
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