Measuring Perceived Service Quality of Higher Education
Yıl: 2005 Cilt: 0 Sayı: 21 Sayfa Aralığı: 248 - 259 Metin Dili: Türkçe İndeks Tarihi: 29-07-2022
Measuring Perceived Service Quality of Higher Education
Öz: Bu çalışmanın amacı yükseköğretimde sunulan hizmetlerin kalitesinin nasıl algılandığını belirlemektir. Bu amaç doğrultusunda, Anadolu Üniversitesi İletişim Bilimleri Fakültesi araştırma alanı olarak belirlenmiştir. Araştırma genel tarama modelindedir. Araştırma verileri literature taraması, odak kümesi tartışması ve yapılandırılmış anket yoluyla toplanmıştır. Sonuçlara gore, İletişim Bilimleri Fakültesi bölümleri arasında algılanan kalite açısından anlamlı bir fark görülmemiştir. Bununla birlikte, fakülte öğretim elemanlarının kalite algıları öğrencilerin algılarından daha olumludur. Algılanan hizmet kalitesi ölçeğin tüm alt kategorilerinde düşük bulunmuştur. Yönetim hizmetlerinin ve eğitsel olanakların öğretim elemanlarının ve öğrencilerin gereksinimlerini karşılamaktan uzak olduğu görülmektedir.
Anahtar Kelime: Konular:
Yükseköğretimde Algılanan Hizmet Kalitesi Ölçümü
Öz: The purpose of this study was to evaluate the quality of educational services in the university environment. For this purpose, the Faculty of Communication Sciences at Anadolu University was selected as the research site. The study was descriptive in nature, and data were gathered through a critical review of literature, discussion in focus groups, and a structured questionnaire. Results suggested that there was no significant difference in perceived quality with regard to the departments in the faculty. However, faculty members perceived the quality of education more positively than students. The level of perceived service quality was low in all subcategories. Administrative services and educational opportunities were far away from satisfying the needs of both the faculty members and the students.
Anahtar Kelime: Konular:
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Bibliyografik
- Buttle, F. (1994). SERVQUAL: Review, critique, research agenda. European Journal of Marketing, 30 (1), 8-32.
- Keskin, G. (1998). Yaşam kalitesinde hizmet kalitesinin önemi: Belediye toplu taşımacılık hizmetleri üzerine bir uygulama. Pazarlama Dünyası, 67, 18-22.
- Lovelock, C. H. (1992). Managing services : Marketing, operations, and human resources (2nd ed.). New Jersey . Prentice-Hall.
- Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1985a). Problems and strategies in service marketing. Journal of Marketing, 49, 33-46.
- Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1985b). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.
- Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1988a). Communication and control processes in the delivery of service quality. Journal of Marketing, 52, 35-48.
- Parasuraman, A., Zeithaml, V.A., & Berry, L. L. (1988b). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64 (1), 12-40.
- Seymour, D. T. (1993). On q causing quality in higher education. (2nd ed.) American Council on Education Series on Higher Education. Phoenix: Oryx.
- Shostack, G. L. (1977). Breaking free from product marketing. Journal of Marketing, 41, 73-80.
- Şekerkaya, A. K. (1997). Bankacılık hizmetlerinde algılanan toplam kalite ölçümü, Ankara: Sermaye Piyasası Kurulu.
- Teas, R. K. (1993). Expectations, performance evaluation, and consumers’ perception of quality. Journal of Marketing, 57, 18-34.
- Winch, C. (1996). Quality and education (2nd ed.). Cambridge: Blackwell.
- Zeithaml, V. A. & Bitner, M. J. (1996). Services marketing. Singapore: McGraw-Hill.
- Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52, 2-22.
| APA | ÜNAL ÇOLAK F (2005). Measuring Perceived Service Quality of Higher Education. , 248 - 259. |
| Chicago | ÜNAL ÇOLAK FIGEN Measuring Perceived Service Quality of Higher Education. (2005): 248 - 259. |
| MLA | ÜNAL ÇOLAK FIGEN Measuring Perceived Service Quality of Higher Education. , 2005, ss.248 - 259. |
| AMA | ÜNAL ÇOLAK F Measuring Perceived Service Quality of Higher Education. . 2005; 248 - 259. |
| Vancouver | ÜNAL ÇOLAK F Measuring Perceived Service Quality of Higher Education. . 2005; 248 - 259. |
| IEEE | ÜNAL ÇOLAK F "Measuring Perceived Service Quality of Higher Education." , ss.248 - 259, 2005. |
| ISNAD | ÜNAL ÇOLAK, FIGEN. "Measuring Perceived Service Quality of Higher Education". (2005), 248-259. |
| APA | ÜNAL ÇOLAK F (2005). Measuring Perceived Service Quality of Higher Education. Eurasian Journal of Educational Research, 0(21), 248 - 259. |
| Chicago | ÜNAL ÇOLAK FIGEN Measuring Perceived Service Quality of Higher Education. Eurasian Journal of Educational Research 0, no.21 (2005): 248 - 259. |
| MLA | ÜNAL ÇOLAK FIGEN Measuring Perceived Service Quality of Higher Education. Eurasian Journal of Educational Research, vol.0, no.21, 2005, ss.248 - 259. |
| AMA | ÜNAL ÇOLAK F Measuring Perceived Service Quality of Higher Education. Eurasian Journal of Educational Research. 2005; 0(21): 248 - 259. |
| Vancouver | ÜNAL ÇOLAK F Measuring Perceived Service Quality of Higher Education. Eurasian Journal of Educational Research. 2005; 0(21): 248 - 259. |
| IEEE | ÜNAL ÇOLAK F "Measuring Perceived Service Quality of Higher Education." Eurasian Journal of Educational Research, 0, ss.248 - 259, 2005. |
| ISNAD | ÜNAL ÇOLAK, FIGEN. "Measuring Perceived Service Quality of Higher Education". Eurasian Journal of Educational Research 21 (2005), 248-259. |
