ÜNİVERSİTE ÖĞRENCİLERİNİN OKUL İÇİ KANTİN HİZMETLERİ İLE İLGİLİ BEKLENTİ VE HİZMET KALİTESİNE YÖNELİK GENEL TATMİN DÜZEYLERİNİN BELİRLENMESİ ÜZERİNE BİR ARAŞTIRMA

Türkiyede üniversite öğrenci pazarı her geçen sene daha fazla büyümektedir. Üniversitelerde eğitim alan öğrencilerin sayısı yaklaşık beş milyon olarak ifade edilmektedir. Pazarın bu kadar büyük olmasına karşın, ülkemizde bu pazarının özelliklerini ortaya çıkarmaya çalışan akademik çalışmalar oldukça sınırlıdır. Bu çalışma yazındaki bu boşluğu doldurmak üzere, üniversite öğrencilerinin üniversite kantinlerinde verilen hizmetlerin kalitesiyle ilgili olarak, beklentileri ve genel tatmin düzeylerini incelemek amacıyla yapılmıştır. Araştırmanın verilerinin elde edilmesinde İstanbul Ticaret Üniversitesi Sütlüce kampüsünde okuyan öğrencilere, kolayda örnekleme metodu ile hizmet kalitesi anketi uygulanmıştır. Çalışmanın bulgularında üniversite öğrencilerinin kantin hizmetleriyle ilgili beklentilerinin cinsiyete göre değiştiği ve genel tatmin düzeylerinin yüksek olduğu ortaya çıktığı görülmektedir. Çalışmanın sonuçları bu bağlamda tartışılacaktır.

AN INVESTIGATION ON THE EXPECTATIONS AND OVERALL SERVICE QUALITY SATISFACTION OF STUDENTS WITHIN THE ON- CAMPUS CANTEEN SERVICES

University student market in Turkey is growing rapidly every year. Due to statistics, there are almost five million students in Turkish Universities. Despite such a large market segment, limited amount of research has been done to investigate the characteristics of this market. This study aims to measure the expectations and overall satisfaction of students within the University canteen services. Sevice quality questionaire has been conducted to students by using convenience sampling method at Istanbul Commerce University, Sutluce Campus. The findings of the study highlight the expectations of the students for the canteen services differentiate within the sex and overall satisfation indicates high level of service quality. Results of the study are going to be discussed in this manner.

PDF

___

Aigbedo H. and R. Parameswaran, Importance-performance analysis for improving quality of campus food service, International Journal of Quality in Reliability Management, 21, 8, ss. 876896, June, 2004. Andaleeb, S. Ve Caskey, A. (2007), Satisfaction with food services: insights from a college cafeteria, Journal of Food Service and Business Research, 10, 2, ss. 51- 65. Blank, C. (2006), Big Brains on Campus, Restaurants and Institutions, 116, 18,s. 55. Biçici, F., Hançer, M., (2008), "Kuşadası ve Didimdeki Üniversite Öğrencilerinin Yiyecek-İçecek İşletmelerinde Sunulan Hizmetlerle İlgili Beklentileri ve bu Hizmetlerin Kalite Ölçümü Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 10, 3. Boulding, W., Kalra, A., Zeithaml, A. V., (1993), Dynamic Process of Service Quality: Form Expectations to Behavioral Intentions, Journal of Marketing Research, 30, ss. 7-17. Coyeman, M., (1998), Do you know Y?, Restaurant Business, 97, 6, s.40. Dhumal, P., Gee, M., ve Zou, Qi., (2013), Campus Dining: What Quality Factors Affect Student Satisfaction and Retention? Journal of Academy of Business and Economics, Journal of Academy of Business and Economics, ss. 129-134. Friedland, A., (2005), Food on the Run, Food Management, 40, 3, ss. 46-50. Gramling, L., Byrd, R., Epps, L., Keith, D., Lick, R., Tian, R., (2005), Foodservice management and its impact on college operations: a business anthropological case study, Food service Research International, 16, (1/2) , ss. 1543 Hume S., Perlik A., Sheridan M, ve Yee L. (2002), College Students Dine Late: Care about Nutrition Quality, Restaurants and Institutions, 12, 21, s. 22. Kim, W. G., Ng, C. Y. N., Kim. Y. S. (2009), Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth, International Journal of Hospitality Management, 28, 1, ss. 10-17. Knutson, B., Stevens, P., Wullaert, C, ve Yokoyoma, F. (1990), LODGSERV: A service quality index for the lodging industry, Hospitality Research Journal, 14,2, ss. 227-284. Knutson, B., Stevens, P., & Patton, M. (1996). DINESERV: measuring service quality in quick service, casual/theme, and fine dining restaurant, Journal of Hospitality and Leisure Marketing, 3, 2, ss. 35-44. Knutson, J.B., (2000), College students and fast food: how students perceive restaurant brands, Cornell Hotel and Restaurant Administration Quarterly, 41, 3, ss. 68-74. Namkung, Y. and Jang, S. (2007) Does Food Quality Really Matter in Restaurants? Its Impact on Customer Satisfaction and Behavioural Intentions, Journal of Hospitality & Tourism Research, 31, 3, ss. 387-410. Parasuraman, A., Zeithaml, V., Berry, L., (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 4, ss. 41- 45. Stevens, P., Knutson, B. Ve Patton, M. (1995), DINESERV: A tool for measuring service quality in restaurants, Cornell Hotel and Restaurant Administration Quarterly, 36, 1, ss. 56-60. Türkiye İstatistik Kurumu, (TUİK), 2012 yılı istatistikleri, 10.03.2014, http://www.tuik.gov.tr/PreTablo.do?alt_id=1018 , WEB Hürriyet gazetesi, http://arama.hurriyet.com.tr/arsivnews.aspx?id=14453415, 10.03.2014, WEB. http://www.yok.gov.tr/documents/10279/30217/yok_strateji_kitabi/27077070-cb13- 4870-aba1-6742db37696b Zopiatis, A., Pribic, A.,(2007) College students dining expectations in Cyprus, British Food Journal, 109, 10, ss. 765-776.