Yıl 2019, Cilt 10 , Sayı 17, Sayfalar 308 - 331 2019-03-31

Service Quality, Students’ Satisfaction and Supportive Attitude in the Higher Education Institutions: Evidence from an Emerging Market
Yükseköğretim Kurumlarında Hizmet Kalitesi, Öğrencilerin Memnuniyeti ve Destekleyici Tutum: Gelişmekte Olan Bir Pazar Örneği

Dilek PENPECE-DEMİRER [1]


The higher education sector has been growing steadily in all over the world. Similar improvements are experienced in Turkey. Growing number of higher education institutions cause growing competition. Thus these institutions are in need of developing their service quality level and satisfying the students. Higher education institutions need support from their students. Supportive attitudes of students may make a big contribution to these institutions. Thus it is significant for higher education institutions to create students’ supportive attitudes. The aim of the study is to investigate the higher education institutions’ service quality and its impact on student’s satisfaction and supportive attitude in Turkey, as an emerging market. A total of 610 students in two universities in Adana, Turkey attended to present study. Descriptive analysis was done at the first stage, reliability analysis at the second stage as well. Confirmatory Factor Analysis was then employed. Finally Structural Equation Modelling was applied to examine the hypothesized model. It is concluded that service quality has a significant and positive effect on students' satisfaction and indirectly on students' supportive attitude through the students’ satisfaction path.

Yükseköğretim sektörü tüm dünyada istikrarlı bir şekilde büyümektedir. Türkiye'de de benzer gelişmeler yaşanmaktadır. Artan sayıda yükseköğretim kurumu, rekabetin de artmasına neden olmaktadır. Bu nedenle, bu kurumların hizmet kalitesi seviyelerini geliştirmeye ve öğrencilerini tatmin etmeye ihtiyaçları vardır. Ayrıca yükseköğretim kurumlarının öğrencileri tarafından desteklenmeleri gerekir. Öğrencilerin destekleyici tutumları bu kurumlara büyük katkı sağlayabilir. Bu nedenle, yükseköğretim kurumlarının öğrencilerin destekleyici tutumlarını oluşturması önemlidir. Dolayısıyla çalışmanın amacı, yükselen bir pazar olarak Türkiye'deki, yükseköğretim kurumlarının hizmet kalitesini ve onun öğrenci memnuniyeti ve destekleyici tutum üzerindeki etkisini araştırmaktır. Çalışmaya Adana’daki iki üniversiteden toplam 610 öğrenci katıldı. Öncelikle tanımlayıcı istatistikler, ikinci aşamada da güvenilirlik analizi yapılmıştır. Daha sonra Doğrulayıcı Faktör Analizi kullanılmıştır. Son olarak, hipotez testleri için Yapısal Eşitlik Modellemesi uygulanmıştır. Hizmet kalitesinin, öğrencilerin memnuniyeti üzerine doğrudan ve öğrencilerin memnuniyeti vasıtasıyla onların destekleyici tutumları üzerinde dolaylı olarak önemli ve olumlu bir etkisi olduğu sonucuna varılmıştır.

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Orcid: 0000-0003-4493-625X
Yazar: Dilek PENPECE-DEMİRER (Sorumlu Yazar)
Kurum: ADANA BİLİM VE TEKNOLOJİ ÜNİVERSİTESİ
Ülke: Turkey


Tarihler

Yayımlanma Tarihi : 31 Mart 2019

APA Penpece-demi̇rer, D . (2019). Service Quality, Students’ Satisfaction and Supportive Attitude in the Higher Education Institutions: Evidence from an Emerging Market . OPUS Uluslararası Toplum Araştırmaları Dergisi , 10 (17) , 308-331 . DOI: 10.26466/opus.512605