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Çalışma, müşteri ilişkileri yönetimi kapsamında uygulanan müşteri memnuniyetinin eğitim alanında öneminin vurgulanarak Niğde Ömer Halisdemir Üniversitesi öğrencilerinin, üniversite genel fiziki şartları, öğretim elemanları, idari personel, güvenlik, temizlik, konaklama, ulaşım ve kendilerine üniversite tarafından sunulan diğer hizmetlerden öğrenci beklentileri sonucu oluşan memnuniyet düzeyleriyle öğrenci mutluluğunu belirlemek amacıyla hazırlanmıştır. 01-(28) Şubat 2019 tarihleri arasında, Niğde Ömer Halisdemir Üniversitesi’nde ön lisans, lisans, yüksek lisans ve doktora düzeyinde yargısal olarak seçilen öğrencilerle gerçekleştirilen yüz yüze görüşmeler neticesinde yapılan anketlerden elde edilen veriler doğrultusunda, öğrenci mutluluğu ve memnuniyeti sonuçları değerlendirilmektedir. Araştırma, eğitim hizmetlerinin pazarlanmasında üniversite tarafından sunulan eğitim ve diğer hizmetlerden, müşteri konumundaki öğrenci beklenti ve algılamalarının tespit etmesi ile müşteri memnuniyeti çerçevesinde, öğrenci mutluluğu ve memnuniyetinin üniversite tercih etmelerinde ve tercih ettikleri üniversitelerden memnun olma durumu üzerinde durulması bakımından önemlidir. Araştırma evrenini, Niğde Ömer Halisdemir Üniversitesi 2018-2019 eğitim ve öğretim yılı bahar dönemi kayıtlı öğrencileri oluşturmaktadır. Araştırmanın verileri ön lisans, lisans, yüksek lisans ve doktora düzeyindeki toplam 375 öğrenci örneklem alınarak uygulanan anket formlarından elde edilmiştir. Elde edilen veriler SPSS 22.0 paket programında değerlendirilmiş olup, öğrencilerin mutluluk ve memnuniyet düzeylerinin belirlenmesinde Likert derecelendirmesi kullanılmıştır. Gerçekleştirilen çalışma, mevcut durumu belirlemeye yönelik tanımlayıcı durum tespiti yapmak amacında keşifsel bir araştırma olup, verilerin değerlendirilmesinde, bazı tanımlayıcı istatistiklerden ve tek yönlü varyans analizi ve bağımsız t testinden faydalanılmıştır. Araştırma sonucunda, Niğde Ömer Halisdemir Üniversitesi öğrencilerinin, üniversite genel fiziki şartları, öğretim elemanları, idari personel, güvenlik, temizlik, konaklama, ulaşım ve kendilerine üniversite tarafından sunulan diğer hizmetlerden kısmen memnun oldukları ortaya çıkmıştır. Ayrıca, önlisans ve lisans öğrencileri arasında üniversite hakkında genel memnuniyet düzeyleri durumlarında lisans öğrencileri lehine bir farklılık ortaya çıkmıştır. Öğrencilerin Niğde Ömer Halisdemir Üniversitesi’ni tercih etmesinde öğrenci memnuniyetinin etkili olduğu araştırmanın önemli bir bulgusudur. Yapılan araştırmada ortaya çıkan sonuçların ve araştırma bulgularının eğitim kurumları yöneticilerine pazarlama stratejilerini geliştirme aşamasında yardımcı olmasıyla birlikte, eğitim hizmetlerine uyarlanan ve geliştirilen ölçeğin araştırmacılar tarafından kullanılabileceği düşünülmektedir.
The study, emphasizing the importance of customer satisfaction in the educational field implemented within the framework of customer relations management, has been prepared to determine student satisfaction levels resulting from the student expectations of the university's general physical conditions, teachers, administrative staff, safety, cleaning, accommodation, transport and other services offered by the university. From February 2019 to February 2019, according to the data obtained from the surveys conducted as a result of face-to-face conversations conducted with students at the pre-graduate, undergraduate, master and doctoral level at the University of Niğde Ömer Halisdemir, the student happiness and satisfaction results are assessed. Research is important in terms of education and other services offered by the university in the marketing of educational services, the identification of student expectations and perceptions in the customer position and in the framework of customer satisfaction, the student happiness and satisfaction in the university preference and the state of satisfaction from the university they prefer. The research universe, Niğde Ömer Halisdemir University 2018-2019 educational and academic year is formed by students registered in the spring period. The research data was obtained from the survey forms applied by taking sample of a total of 375 students at the pre-graduate, bachelor, master and doctoral level. The data received is SPSS 22. The 0 package program has been evaluated and the Likert rating has been used to determine students’ happiness and satisfaction levels. The conducted study is an investigative study aimed at identifying the identificative situation to determine the current situation, and in the evaluation of the data, some identificative statistics and one-way variance analysis and independent t test have been used. The study found that students of Niğde Ömer Halisdemir University were partially satisfied with the general physical conditions of the university, teachers, administrative staff, safety, cleaning, accommodation, transport and other services offered by the university. Furthermore, there has been a difference in the benefit of bachelor students in cases of general satisfaction levels about the university between pre-graduate and bachelor students. It is an important conclusion of the research that student satisfaction is effective when students prefer Niğde Ömer Halisdemir University. While the results and research findings from the conducted research and the research findings have educational institutions managers develop marketing strategies, it is believed that the scale adapted and developed to educational services can be used by researchers.
By laying emphasis of the customer satisfaction, which is conducted within the frame of customer relationship management, on the field of education, this study has been carried out in order to determine on the one hand the happiness of Niğde Ömer Halisdemir University students and on the other hand the satisfaction levels that come into existence as a result of students’ expectations from general physical conditions of university, lecturers and instructors, administrative personnel, security, cleaning, accommodation, transportation and other services provided them by the university. The results related to the happiness and satisfaction of students have been evaluated in line with the findings obtained from the questionnaires that were conducted via face to face interviews with students who were chosen by using judgemental sampling among those who have education at Niğde Ömer Halisdemir University in associate, undergraduate, post graduate and doctorate levels between 1-28 February, 2019. When the marketing of training services are taken into consideration, the study bears great importance in that it not only determines the expectations and perceptions of students, who might be regarded as potential customers, in terms of education and other services provided by university but also states the significance of happiness and satisfaction of students when deciding in which university to have education and the situation of being satisfied with universities that have been opted by students within the framework of customer satisfaction. The scope of the study comprises the students who are enrolled in Niğde Ömer Halisdemir University for the spring term of 2018-2019 academic year. The data of the study have been obtained from the questionnaire forms that were conducted on the sampling students of associate, undergraduate, post graduate and doctorate totaling 375. The obtained data have been analyzed with SPSS 22.0 packaged software and Likert rating scale has been used in defining the happiness and satisfaction levels of students. The conducted study is an exploratory research survey that pursues the goal of determining the current situation by making use of a descriptive situation assessment. During the evaluation of data, it has been benefitted from some descriptive statistics, one-way analysis of variance and independent t test. The results of the study show that the students of Niğde Ömer Halisdemir University are partially contented with the general physical conditions of university, lecturers and instructors, administrative personnel, security, cleaning, accommodation, transportation and other services provided them by the university. In addition, among the students of associate and undergraduate degrees, it has been concluded that there is a different perspective on behalf of undergraduate students in terms of general satisfaction level of the university. Students choice of Niğde Ömer Halisdemir University as student satisfaction is effective is an important finding of the study.The results and survey findings that have been acquired from the study are supposed to be beneficial for managers of educational institutions at the stage of improving the marketing strategies. Besides, the scale that has been built and adjusted to training services is supposed to be used by researchers.
Alan : Eğitim Bilimleri; Filoloji; Güzel Sanatlar; Hukuk; İlahiyat; Sosyal, Beşeri ve İdari Bilimler; Spor Bilimleri
Dergi Türü : Uluslararası
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