Halil NADİRİ, Kashif HUSSAIN, Jay KANDAMPULLY

Zones of tolerance for higher education services: A diagnostic model of service quality towards student services

Bu çalışma, yükseköğretim kurumlarında öğrencilerin hizmet beklentileri ile ilgili tolerans kuşağını tespit etmekte ve öğrenci memnuniyetini ortaya koymaktadır. Araştırmada, yükseköğretim kurumlarında öğrenci işleri, kütüphane, fakülte/yüksekokul idareleri, rektörlük, yurtlar, spor ve sağlık merkezleri gibi idari birimler tarafından sağlanan hizmetlerin kalitesi tespit edilmeye çalışılmaktadır. Bu çalışmada HEDZOT başlıklı kavramsal bir model de önerilmiş olup, araştırma sonuçları öğrencilerin hizmet değerlendirilmesi aşamasında iki farklı çeşit beklentiyi - 'arzu edilen' ve 'en düşük kabul edilebilir' - dikkate aldıkları ve öğrencilerin yükseköğretim hizmetlerini değerlendirmede bu iki çeşit beklentiyi karşılaştırma yaparlarken standart olarak kullandıkları belirlenmiştir. Bulgulardan, öğrencilerin yükseköğretim hizmetleri ile ilgili dar tolerans kuşaklarına sahip oldukları da tespit edilmiştir.

Yükseköğretim hizmetlerinde tolerans kuşağı: Öğrenci hizmetleri ile ilgili tanımlayıcı hizmet kalitesi modeli

The present study describes the zone of tolerance for students' service expectations and determines the student satisfaction level for higher education institutes. It attempts to diagnose the service quality level of administrative units, such as services provided by the registrar, library, faculty/school offices, rector's office, dormitories, sports and health centre in a university setting. A conceptual model HEDZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different types of expectations—'desired' and 'adequate'—and that students use these two types of expectations as a comparison standard in evaluating higher education services. The findings reveal that students have a narrow zone of tolerance with regards to the services provided by higher education.

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