جودة الخدمة التعليمية في الدراسات العليا بكلية التربية-جامعة المنصورة : دراسة ميدانية

Abstract EN

This research aimed to measure the level of the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University, and to identify the factors affecting it in order to identify some proposals to improve it.

The descriptive approach was used to achieve this goal through the theoretical rooting of the educational service quality concept and to determine its most important measures.

Then a field study was conducted to determine the level of the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University, and to identify the factors that affected it.

For that, The researcher used the HEdPERF scale after modifying some of its Phrases and rationing it to be appropriate to the educational service of postgraduate studies in order to determine the level of the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University, and designed a questionnaire to identify the factors affecting this service.

The research tools were applied to a random sample of (276) male and female enrolled students in all graduate programs at the college in 2016/2017.

The main results of the research were: The level of the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University, is ”very good”.

The third dimension (reputation) has achieved the highest level at a ”very good” level in the educational service quality scale in the postgraduate studies at the Faculty of Education, Mansoura University, it was followed by the fourth dimension (access facilities) at a ”very good” level, then the second dimension (academic aspects) at a ”good” level, and the first dimension (non-academic aspects) received the lowest level among the remaining three dimensions, which is ”good”.

The factors affecting in the educational service quality in the postgraduate studies at the Faculty of Education belong to the factors related to the educational institution (human and material factors), as well as the factors related to the studied students, but the result did not show a strong impact on the organizational factors of the institution and external environmental factors.

This research provided a set of proposals to improve and upgrade the educational service quality in the postgraduate studies at the Faculty of Education, Mansoura University.