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Amaç- Bu çalışmada bir devlet üniversitesi bünyesindeki meslek yüksekokulunda öğrenim gören öğrencilerin sunulan hizmet kalitesini değerlendirmeleri istenmiş ve hizmet kalitesine ilişkin algılarının öğrenci memnuniyetleri üzerindeki etkisinin ölçülmesi amaçlanmıştır. Ayrıca öğrencilerin demografik özelliklerine (cinsiyet, yaş, öğrenim gördükleri bölüm gibi) bağlı olarak hizmet kalitesine ve memnuniyet düzeylerine ilişkin algılarında bir farklılığın olup olmadığı belirlenmek istenmiştir. Yöntem- Çalışmanın verileri Kahramanmaraş Sütçü İmam Üniversitesi’ne bağlı Türkoğlu Meslek Yüksekokulu öğrencilerinden anket tekniği ile elde edilmiştir. Öğrencilerin hizmet kalitesi algısı fiziksel özellikler, güvenilirlik, heveslilik, güven ve empati olmak üzere çok boyutlu bir yapıda ele alınmıştır. Verilerin analizi için SPSS programından faydalanılmıştır. Çalışmada frekans analizi, Bağımsız t-Testi, ANOVA, korelasyon ve regresyon analizleri kullanılmıştır. Bulgular- Çalışmanın amacı doğrultusunda geliştirilen hipotezlerin test edilmesi sonucunda hizmet kalitesinin tüm boyutları ile öğrencilerin memnuniyetleri üzerinde etkili olduğu bulunmuştur. Hizmet kalitesi boyutları açısından ayrı ayrı incelendiğinde empati boyutunun öğrencilerin memnuniyetleri üzerinde diğer boyutlara göre daha etkili; heveslilik boyutunun da daha az etkili olduğu bulgusuna ulaşılmıştır. Ayrıca kadın ve erkek öğrencilerin hizmet kalitesi algılarının ve memnuniyet düzeylerinin birbirinden farklı olduğu bulgusu elde edilmiştir. Yine öğrencilerin öğrenim gördükleri bölümlere göre hizmet kalitesine ilişkin algılarının ve memnuniyet düzeylerinin birbirinden farklı olduğu sonucuna ulaşılmıştır. Sonuç- Yapılan analizler sonucunda değişkenler arasında anlamlı ilişkiler olduğu ve hizmet kalitesinin öğrencilerin memnuniyet düzeyleri üzerinde pozitif etkiye sahip olduğu sonucuna ulaşılmıştır.
Purpose- The purpose of this study is to evaluate the service quality of students studying at a vocational high school within a state university and to measure the effect of their perceptions about service quality on student satisfaction. In addition, it is aimed to determine whether there is a difference in students' perceptions of service quality and satisfaction depending on their demographic characteristics (gender, age, department where they study). Methodology- The data of the study were obtained from the students of Turkoğlu Vocational School of Kahramanmaraş Sütçü Imam University using a survey method. Students' perception of service quality is handled in a multidimensional structure including tangibles, reliability, responsiveness, assurance and empathy. The SPSS program was used for data analysis. Frequency analysis, Independent t-Test, ANOVA, correlation and regression analysis were used. Findings- As a result of testing the hypotheses developed in line with the purpose of the study, it was found that the quality of service was effective on satisfaction of the students. When examined separately in terms of service quality dimensions, empathy dimension is more effective on students' satisfaction than other dimensions; it was found that the responsiveness dimension was also less effective. In addition, it was found that female and male students' perceptions of service quality and satisfaction differ from each other. Also it was concluded that students' perceptions of service quality and satisfaction differ from each other according to their departments. Based on the analysis showed that there were significant relationships between the variables.
Purpose- The purpose of this study is to evaluate the service quality of students studying at a vocational high school within a state university and to measure the effect of their perceptions about service quality on student satisfaction. In addition, it is aimed to determine whether there is a difference in students' perceptions of service quality and satisfaction depending on their demographic characteristics (gender, age, department where they study). Methodology- The data of the study were obtained from the students of Türkoğlu Vocational School of Kahramanmaraş Sütçü İmam University using a survey method. Students' perception of service quality is handled in a multidimensional structure including tangibles, reliability, responsiveness, assurance and empathy. SPSS program was used for data analysis. Frequency analysis, Independent t-Test, ANOVA, correlation and regression analysis were used. Findings- As a result of testing the hypotheses developed in line with the purpose of the study, it was found that the quality of service was effective on satisfaction of the students. When examined separately in terms of service quality dimensions, empathy dimension is more effective on students' satisfaction than other dimensions; it was found that the responsiveness dimension was also less effective. In addition, it was found that female and male students' perceptions of service quality and satisfaction differ from each other. Also it was concluded that students' perceptions of service quality and satisfaction differ from each other according to their departments. Conclusion- Based upon the analysis showed that there were significant relationships between the variables.
Field : Sosyal, Beşeri ve İdari Bilimler
Journal Type : Ulusal
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