Developing an appropriate model for service-oriented universities and higher education institutions

Document Type : Research Paper

Authors

• s afkaneh
• p jafari
• h sharifi
• n ghochian

Abstract

This study was aimed to identify and determine service orientation components in universities and higher education centers in order to provide an appropriate conceptual model for service orientation and developing theoretical foundations in this regard .The research was recognized as an applied one and the research method of this study was descriptive survey. Statistical population of this study were Islamic Azad universities in Tehran. Performing sample size formula based on quantitative variables, the size of sample was calculated. 500 PHD students and faculty members were chosen through random multiple cluster sampling. Research data were collected using questionnaire including 74 items which was completed by them. Data analysis was performed by structural equation modeling and path analysis techniques. The results show that the score of factors identify service orientation quality, service orientation leadership, service orientation organizational climate, service orientation learning and service orientation client's management is (2.48 out of average 3) and it is not good. Based on the findings, the results obtained from the samples' opinion show that (4.6 out of 3 as an average) in order to deployment service orientation and achieving desirable conditions; aforementioned categories can be served as an effective conceptual model for improving service orientation in universities.

Keywords

• Service-oriented
• service-oriented leadership
• service- oriented atmosphere
• service- oriented quality
• Service-centered learning

20.1001.1.20086369.1397.9.33.7.6

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