Muhammet İbrahim AKYÜREK

2311

Üniversite Öğrencisi Algılarına Göre Yükseköğretim Kurumlarının Hizmet Kalitesinin İncelenmesi

Bu araştırmanın amacı, lisans öğrencisi algısına göre yükseköğretim kurumlarının hizmet kalitesidüzeyini belirlemektir. Araştırma, kesitsel tarama modelindedir. Araştırmanın örneklemini, 2020-2021öğretim yılında Türkiye’deki devlet üniversitelerinde öğrenim gören 460 lisans öğrencisi (birinci öğretim)oluşturmaktadır. Araştırmada Yükseköğretimde Hizmet Kalitesi Ölçeği kullanılmıştır. Araştırma verileri, 2020-2021 öğretim yılı Haziran ayı içerisinde elde edilmiştir. Araştırmada, öğrenci algılarına göre yükseköğretimkurumlarının hizmet kalitesinin orta düzeyde olduğu sonucuna ulaşılmıştır. Yükseköğretim kurumlarınınhizmet kalitesi düzeyine ilişkin öğrenci algıları arasında sınıf değişkenine göre anlamlı bir şekilde farklılıkolduğu; ancak cinsiyet değişkenine göre anlamlı bir farklılık olmadığı sonucuna ulaşılmıştır.
Anahtar Kelimeler:

Yükseköğretim Kurumu, Hizmet Kalitesi, Lisans Öğrencisi.

Examination Of Service Quality Of Higher Education Institutions According To University Student Perceptions

This research aims to determine how undergraduate students perceive the quality of services providedby higher education institutions. The study followed a cross-sectional scanning model. The sample of theresearch consists of 460 undergraduate students (primary education) attending state universities in Turkeyduring the 2020–2021 academic year. The Service Quality Scale in Higher Education was used in the research.Research data were obtained in June of the aforementioned academic year. Findings reveal that studentsperceivethe quality of services offered by higher education institutions to be moderate. There we observed asignificant difference in students’ perceptions by class level. However, no significant difference was foundby gender.
Keywords:

Higher Education Institution, Service Quality, Undergraduate Student,

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Gençlik Araştırmaları Dergisi-Cover
  • ISSN: 2147-8473
  • Yayın Aralığı: Yılda 3 Sayı
  • Başlangıç: 2012
  • Yayıncı: T.C. Gençlik ve Spor Bakanlığı Eğitim, Kültür ve Araştırma genel Müdürlüğü
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