نوع مقاله : مقاله پژوهشی
نویسندگان
1 استادیار مدیریت ورزشی، دانشگاه شهیدمدنی آذربایجان
2 دانشجوی دکتری مدیریت ورزشی، دانشگاه گیلان
چکیده
هدف پژوهش حاضر، استفاده از رویکرد کانو- گسترش کیفیت عملکرد برای ارتقای سطح کیفیت خدمات اماکن ورزشی دانشگاه شهیدمدنی آذربایجان از دیدگاه دانشجویان بود. در مرحلة اول این پژوهش توصیفی، 256 نفر از دانشجویان با هدف شناسایی شکاف خدمات اماکن ورزشی دانشگاه، به پرسش‌نامة استاندارد 22 گویه‌ای ارزیابی کیفیت خدمات اماکن ورزشی سروکوال (پاراسورامان و همکاران، 1985) پاسخ دادند. در مرحلة دوم پژوهش، 240 نفر از دانشجویان به پرسش‌نامة کانو پاسخ دادند و نیازهای آنان شناسایی و دسته‌بندی شدند. درنهایت، پس از تشکیل خانة کیفیت مدل گسترش کیفیت عملکرد، ماتریس ارتباطات خانة کیفیت تشکیل شد و مشخصه‌های فنی تعریف شدند. یافته‌های پژوهش نشان داد که در هر پنج بعد کیفیت خدمات اماکن ورزشی دانشگاه، شکاف منفی وجود داشت. همچنین، 10 نیاز اساسی به‌عنوان ندای مشتری وارد ماتریس خانة کیفیت مدل گسترش کیفیت عملکرد شدند و 12 مشخصة فنی برای بهبود آن‌ها، با توجه به نتایج به‌دست‌آمده استخراج شدند. می‌توان گفت نبود برنامة مناسب و ضعف منابع انسانی در ارائة خدمات، ازجمله موانع و کاستی‌های اماکن ورزشی دانشگاه هستند. ارتباط نزدیک با دانشجویان، برگزاری جلسات پرسش و پاسخ با هدف شناسایی نیازهای آنان، تخصیص بودجة بیشتر به فعالیت‌های ورزشی دانشجویان و همچنین، استفاده از نیروی انسانی متخصص در ارائة خدمات، ازجمله راهکارهای ضروری برای ارتقای سطح کیفیت خدمات اماکن ورزشی این دانشگاه هستند.
کلیدواژه‌ها
موضوعات
عنوان مقاله [English]
Studying the Promotion of Quality Level of Services in Academic Sport Facilities via KANO- QFD (Case Study: Academic Sport Places and Facilities at Azarbaijan Shahid Madani University)
نویسندگان [English]
- Rasoul Faraji 1
- Mahdi Bashiri 1
- Sepideh Shabani 2
1 Assistant Professor of Sport Management, Azarbaijan Shahid Madani University
2 Ph.D. Student of Sport Management, University of Guilan
چکیده [English]
The aim of the present study was to use KANO-QFD to investigate the promotion of the quality level of services of academic sport facilities and places at Azarbaijan Shahid Madani University from the students' perspective. In the first stage of this descriptive study, 256 students answered the 22-item SERVQUAL standard questionnaire (Parasuraman et al, 1985) aiming at detecting the lack of service quality of academic sport facilities and places. In the second stage, 240 students completed the Kano questionnaire to identify and categorize their needs. Finally, following the QFD house quality model formation, the house quality relationships matrix was formed and the technical features were defined. The results showed negative gap in all five dimensions of sports facility services quality at the university. Moreover, 10 basic needs as the voice of customer were entered to the QFD house quality model matrix and 12 technical features were extracted to improve them. It can conclude that the lack of proper planning and human resources weakness in offering services were the most common issues of athletic facilities and places of the university. Close contacts with students, question and answer sessions to detect their needs, more budget allocation to student's sports activities, and also recruitment of more expert human resources are the most essential strategies to promote service quality of academic sport facilities and places at the university.
کلیدواژه‌ها [English]
- Academic Sport Facilities and Places
- Service Quality
- Quality Function Development
- KANO Model
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