2011

Türkiye’de Yükseköğretim Kurumlarında Öğrenci Memnuniyeti: Eğitim Fakültesi Örneği

Bu çalışmada üniversiteye devam eden öğrencilerin aldıkları eğitim-öğretim, sınav süreçleri vedestek hizmetlerine yönelik memnuniyetlerinin belirlenmesi amaçlanmıştır. Araştırmanın çalışmagrubu, Türkiye’de beş eğitim fakültesinin sekiz programında öğrenimlerine devam eden toplam 500öğrenciden oluşmaktadır. Araştırmanın verileri araştırmacılar tarafından geliştirilen ve öğrencilerindeneyimlerinden oluşan hikayelere dayalı olarak kritik olaylar üzerine odaklanılan veri toplama aracıile toplanmıştır. Öğrencilerden elde edilen veriler NVivo programı aracılığıyla içerik analizine tabitutulmuştur. Araştırma bulgularına göre eğitim fakültesi öğrencilerinin eğitim-öğretim, sınavlar vedestek hizmetlerde memnuniyet durumlarında sırasıyla tutum, işlevsellik ve yeterlik temalarında yeralan yaşantıların kritik olduğu belirlenmiştir. Ayrıca sosyalleşme, iletişim ve erişim temalarında yeralan yaşantılar öğrencilerin bu hizmetlerden memnuniyet duymalarını sağlarken; yönetim, güvenlikve ödeme temalarında yer alan yaşantılar memnuniyetsizlik kaynakları olarak belirlenmiştir. Busonuçlara göre yükseköğretim kurumlarının memnuniyet araştırmalarından elde edilen sonuçlara görepolitikalarını gözden geçirerek iyileştirme ve geliştirme faaliyetlerinde bulunmaları önerilmektedir.

Anahtar Kelimeler:

Öğrenciler, kritik olay tekniği, yükseköğretim, öğrenci memnuniyeti, fakülte, eğitim fakültesi

Student Satisfaction at Higher Education Institutions in Turkey: A Case of Faculty of Education

This study aims to explore the satisfaction of students studying at university with theeducation and learning, examination and support services they receive. The study group of theresearch is comprised of 500 students in total studying in eight programs at five faculties of educationin Turkey. Research data was collected using a data collection instrument developed by theresearchers and focusing on the critical incidents based on student experiences. Data acquired fromthe students was subjected to content analysis through NVivo program. According to the researchfindings, student experiences in attitude, functionality and proficiency themes, respectively, werefound to be critical in their satisfaction with education-learning, exams, and support services. Also,while experiences in socializing, communication and access themes enable students to feel satisfiedwith these services, experiences in management, safety, and payment themes were found to be thesources of dissatisfaction. According to these results, higher education institutions are recommendedto do improvement and development activities by reviewing their policies based on the results derivedfrom the satisfaction research.

Keywords:

Students, critical incident technique, higher education, student satisfaction, faculty, faculty of education,

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