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: algılanan hizmet kalitesi kalite algısı servqual ölçeği hizmet kalitesi eğitim kalitesi

Konular: Eğitim, Eğitim Araştırmaları

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: servqual scale service quality education quality perceived service quality quality perception

Konular: Eğitim, Eğitim Araştırmaları
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Bibliyografik
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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.