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Eğitim hizmetlerinde başarı, birçok aktörün yönetici, eğitmen, idari personel, öğrenci ortak hareket etmesini ve bütünlük arz eden bir sistemin gerekliliğini zorunlu kılar. Bununla birlikte bu aktörlerin sunmuş oldukları hizmetlerin kalitesinin değişik zamanlarda ölçülmesi ve ölçüm sonuçları çerçevesinde iyileştirici önemlere odaklanılması gerekir. Bu araştırma, yükseköğretim kurumları bünyesinde öğrenci işleri daire başkanlığı kapsamında verilen hizmetlere katkı sağlamak düşüncesiyle gerçekleştirilmiştir. Araştırmada öğrenci işleri biriminden hizmet alan üniversite öğrencilerinin hizmet kalitesi beklentisi algılarının belirlenmesi amaçlanmıştır. Bu amaç doğrultusunda Eylül 2014-Haziran 2015 döneminde Karabük Üniversitesi Öğrenci İşleri Daire Başkanlığından hizmet alan 507 üniversite öğrencisinden anket tekniği kapsamında veri toplanmıştır. Anket verilerinin analizi sonucunda hizmet kalitesine yönelik beklentiler için güvenilirlik, heveslilik, fiziksel özellikler, empati ve güven olmak üzere beş boyuta ulaşılmıştır. Bu boyutlar, öğrencilerin demografik ve diğer özellikleri ile karşılaştırılmıştır. Öğrencilerin hizmet kalitesi beklentilerinde güvenilirlik, heveslilik ve güven boyutları öne çıkmıştır
Success in educational services makes it compulsory for many actors to work together with managers, instructors, administrative staff, students and the need for a system that provides integrity. However, the quality of the services they offer should be measured at different times and the focus should be on the healing importance in the framework of the measurement results. This research was carried out with the idea of contributing to the services provided by the student’s work within the department’s chairman’s framework. The study aims to determine the expectations of quality of service of university students serving from the student business unit. In accordance with this purpose, data from 507 university students serving from the Department of Student Affairs of the Karabük University in the period September 2014-June 2015 were collected within the framework of the survey technique. The analysis of the survey data has achieved five dimensions for service quality expectations: reliability, enthusiasm, physical characteristics, empathy and confidence. These sizes are compared with the demographic and other characteristics of students. The quality of service expectations of students have highlighted the dimensions of reliability, enthusiasm and confidence.
The success of educational services requires the collective movement of many actors managers, trainers, administrative staff, students and the necessity of a system that supplies integrity. However, the quality of services which was provided by these actors should be measured at different times and it should be focused on remedial measures by the context of measurement results. This research was carried out with the idea of contributing to services provided by registrar’s office under higher education institutions. In this study, it was aimed to determine expectations and perceptions in the quality of services which was received from registrar’s office by students. For his purpose, data collected by questionnaire from 507 students who have received services from Karabük University registrar’s office between September 2014-June 2015 period. By the result of analyzing survey data for service quality five dimensions including reliability, enthusiasm, physical features, empathy, and trust was reached. These dimensions were compared with demographic and other features of students’ expectations of service quality are prominent by dimensions of reliability, responsiveness, and confidence
Field : Eğitim Bilimleri; Fen Bilimleri ve Matematik; Sosyal, Beşeri ve İdari Bilimler
Journal Type : Uluslararası
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