ÜNİVERSİTE HİZMET KALİTESİ FAKTÖRLERİ VE ÖĞRENCİ ÖNCELİKLERİ

Yazarlar

Anahtar Kelimeler:

Hizmet Kalitesi, Üniversite, Yükseköğretim

Özet

Araştırmacılar son 30 yılda üniversite hizmet kalitesi konusunda kalite faktörlerini ayrı ayrı ele alan çok sayıda çalışma üretmiştir, ancak tüm kalite faktörlerini bütüncül bir bakış açısıyla sunan çok az çalışma vardır. Üniversitenin toplum, iş dünyası, akademisyenler gibi farklı paydaşları olsa da, tüm paydaşları arasında en önemli olanı şüphesiz öğrencilerdir.  Bu çalışma konuyu öğrenci perspektifinden incelemeyi amaçlamış ve hangi hizmet kalitesi faktörlerinin öğrenciler tarafından önemli görüldüğünü ortaya çıkarmaya çalışmıştır. Bu araştırma sonucunda öğretim, akademik ve akademik olmayan tesisler, öğrenci işleri, sürdürülebilirlik, uluslararasılaşma ve kariyer merkezi konularında sunulan hizmetlerle alakalı faktörlerin öğrencilerin dikkatini çektiği tespit edilmiştir.

Referanslar

Abdullah, F. (2006). The Development of HEDPERF: A New Measuring Instrument of Service Quality for the Higher Education Sector. International Journal of Consumer Studies, 30(6), 569-581.

Adel, R. (2017). Manage perceived e-learning quality in Egyptian context. Total Quality Management and Business Excellence, 28, 600-613. 10.1080/14783363.2015.1103174

Adinegara, G.N.J. & Putra, P.S.E. (2016). Assessment of Service Quality in Higher Education: Case Study in Private University. International Journal of Business and Management Invention, 5(9), 82-88.

Alam, M. M., Alauddin, M., Sharif, M. Y., Dooty, E. N., Ahsan, S. M. H., & Chowdhury, M. M. (2021). Students’ Satisfaction and University Reputation through Service Quality in Private Higher Educational Institutions in Bangladesh. The Journal of Asian Finance, Economics and Business, 8(9), 91–100. https://doi.org/10.13106/JAFEB.2021.VOL8.NO9.0091

Albareda-Tiana, S., Vidal-Raméntol, S. & Fernández-Morilla, M. (2018). Implementing the sustainable development goals at University level. International Journal of Sustainability in Higher Education, 19(3), 473-497. https://doi.org/10.1108/IJSHE-05-2017-0069

Almeyali, N.M. & Al Mousawi, A. (2021). Service Quality Assessment of Higher Education by Gray Approach (The Case of Kerbala University). Medico-legal Update, 21(1), 664–673.

Amaral, L.P., Martins, N. & Gouveia, J.B. (2015). Quest for a sustainable university: a review. International Journal of Sustainability in Higher Education, 16(2), 155-172. https://doi.org/10.1108/IJSHE-02-2013-0017

Angell, R.J., Heffernan, T.W. & Megicks, P. (2008). Service quality in postgraduate education. Quality Assurance in Education, 16(3), 236-254. https://doi.org/10.1108/09684880810886259

Annamdevula, S. & Bellamkonda, R.S. (2012). Development of HiEdQUAL for Measuring Service Quality in Indian Higher Education Sector. International Journal of Innovation, Management and Technology, 3, 412-416. 10.7763/IJIMT.2012.V3.265

Arambewela, R. & Hall, J. (2009). An empirical model of international student satisfaction. Asia Pacific Journal of Marketing and Logistics, 21, 555-569. 10.1108/13555850910997599.

Asubonteng, P., McCleary, K.J. & Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing, 10(6), 62-81. https://doi.org/10.1108/08876049610148602

Athiyaman, A. (1997). Linking student satisfaction and service quality perceptions: the case of university education. European Journal of Marketing, 31(7), 528-540. https://doi.org/10.1108/03090569710176655

Beringer, A. & Adomßent, M. (2008). Sustainable university research and development: inspecting sustainability in higher education research. Environmental Education Research, 14(6), 607-623. 10.1080/13504620802464866

Budu, S., Korkuvi, P.J., Twum, K.K. & Budu, R.A.A. (2021). Determining university library loyalty using library service quality of a public university in Ghana. Library Philosophy and Practice (e-journal), 1-17.

Calvo-Porral, C., Levy-Mangin, J.-P., & Novo-Corti, I. (2013). Perceived quality in higher education: An empirical study. Marketing Intelligence & Planning, 31(6), 601-619. http://doi.org/10.1108/MIP-11-2012-0136

Chaguluka, C., Andrisha, B.R. & Amolo, J. (2018). International postgraduate students’ perceptions of service quality. Problems and Perspectives in Management, 16, 438-448. 10.21511/ppm.16(2).2018.39.

Chatterjee, A., Ghosh, C. & Bandyopadhyay, S. (2009). Assessing students' rating in higher education: A SERVQUAL approach. Total Quality Management & Business Excellence, 20, 1095-1109. 10.1080/14783360903247114.

Clemes, M.D., Ozanne, L.K. & Tram, L. (2001). An Examination of Students' Perceptions of Service Quality in Higher Education, Journal of Marketing for Higher Education, 10(3), 1-20. 10.1300/J050v10n03_01

Comm, C.L. & Mathaisel, D.F.X. (2003). Less is more: a framework for a sustainable university. International Journal of Sustainability in Higher Education, 4(4), 314-323. https://doi.org/10.1108/14676370310497543

Cronin, J.J. & Taylor, S.A. (1994). SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58(1), 125-131.

Dado, J., Táborecká-Petrovičová, J., Riznić, D. & Rajic, T. (2011). An Empirical Investigation into the Construct of Higher Education Service Quality. International Review of Management and Marketing, 1(3), 30 - 42.

Dandis, A.O., Jarrad, A.A., Joudeh, J.M.M., Mukattash, I.L. & Hassouneh, A.G. (2021). The effect of multidimensional service quality on word of mouth in university on-campus healthcare centers. The TQM Journal, https://doi.org/10.1108/TQM-12-2020-0295

de jager, J. & Gbadamosi, G. (2013). Predicting students' satisfaction through service quality in higher education. The International Journal of Management Education, 11, 107-118. 10.1016/j.ijme.2013.09.001

Dharmendra, T., Bhatt, A. & Dineshbhai, S.S. (2021). Service quality dimensions and quality view point of university librarians in Gujarat. Library Philosophy and Practice (e-journal), 5347. https://digitalcommons.unl.edu/libphilprac/5347

Doan, T. T. T. (2021). The Effect of Service Quality on Student Loyalty and Student Satisfaction: An Empirical Study of Universities in Vietnam. The Journal of Asian Finance, Economics and Business, 8(8), 251-258. https://doi.org/10.13106/JAFEB.2021.VOL8.NO8.0251

Donaldson, B. & Runciman, F. (1995). Service quality in further education: An insight into management perceptions of service quality and those of the actual service provider. Journal of Marketing Management, 11(1-3), 243-256. 10.1080/0267257X.1995.9964340

Duzevic, I. & Čeh Časni, A. (2015). Student and faculty perceptions of service quality: the moderating role of the institutional aspects. Higher Education, 70, 567–584. 10.1007/s10734-014-9857-3.

El Alfy, S. & Abukari, A. (2019). Revisiting perceived service quality in higher education: uncovering service quality dimensions for postgraduate students. Journal of Marketing for Higher Education, 30, 1-25. 10.1080/08841241.2019.1648360

Elliot, K.M. & Healy, M.A. (2001). Key factors influencing student satisfaction related to recruitment and retention, Journal of Marketing for Higher Education, 10(4), 1-11.

Gallifa, J., & Batallé, P. (2010). Student perceptions of service quality in a multi‐campus higher education system in Spain. Quality Assurance in Education, 18(2), 156-170. doi:10.1108/09684881011035367

Garg, A. (2014). Mechanic Clues vs. Humanic Clues: Students’ Perception towards Service Quality of Fast Food Restaurants in Taylor's University Campus. Procedia - Social and Behavioral Sciences, 144, 164-175. 10.1016/j.sbspro.2014.07.285

Gibbs, T. & Kharouf, H. (2022). The value of co-operation: an examination of the work relationships of university professional services staff and consequences for service quality. Studies in Higher Education, 47(1), 38-52. 10.1080/03075079.2020.1725878

Green, P. (2014). Measuring Service Quality in Higher Education: A South African Case Study. Journal of Research in International Education, 10, 131-142. 10.19030/jier.v10i2.8515

Harrison, R., Meyer, L., Rawstorne, P., Razee, H., Chitkara, U., Mears, S. & Balasooriya, C. (2022). Evaluating and enhancing quality in higher education teaching practice: a meta- review, Studies in Higher Education, 47(1), 80-96. 10.1080/03075079.2020.1730315

Hill, F.M. (1995). Managing service quality in higher education: the role of the student as primary consumer. Quality Assurance in Education, 3(3), 10-21. https://doi.org/10.1108/09684889510093497

Holdford, D. & Patkar, A. (2003). Identification of the Service Quality Dimensions of Pharmaceutical Education. American Journal of Pharmaceutical Education, 67(4), 1-11. 10.5688/aj6704108

Icli, G.E. & Anil, N. (2014). The HEDQUAL scale: A new measurement scale of service quality for MBA programs in higher education. South African Journal of Business Management, 45. 31-43. 10.4102/sajbm.v45i3.129

Jain, R., Sahney, S. & Sinha, G. (2013). Developing a scale to measure students’ perception of service quality in the Indian context. The TQM Journal, 25, 276-294. 10.1108/17542731311307456

Jain, R., Sinha, G. & De, S.K. (2010). Service Quality in Higher Education: An Exploratory Study. Asian Journal of Marketing, 4. 144-154. 10.3923/ajm.2010.144.154

Ko Y.J. & Pastore, D.L. (2007). An Instrument to Assess Customer Perceptions of Service Quality and Satisfaction in Campus Recreation Programs. Recreational Sports Journal, 31(1), 34-42. 10.1123/rsj.31.1.34

Kuh, G. & Hu, S. (2001). The Effects of Student-Faculty Interaction in the 1990s. Review of Higher Education: Journal of the Association for the Study of Higher Education, 24, 309-332. 10.1353/rhe.2001.0005

Kwan, P., & Ng, P.W. (1999). Quality indicators in higher education ‐ comparing Hong Kong and China’s students. Managerial Auditing Journal, 14, 20-27.

Lagrosen, S., Seyyed‐Hashemi, R. & Leitner, M. (2004). Examination of the dimensions of quality in higher education. Quality Assurance in Education, 12(2), 61-69. https://doi.org/10.1108/09684880410536431

Latif, K. F., F.L., Latif, I., Sahibzada, U.F. & Ullah, M. (2017). In search of quality: measuring Higher Education Service Quality (HiEduQual), Total Quality Management & Business Excellence, 30(7-8), 768-791. 10.1080/14783363.2017.1338133

Leblanc, G. & Nguyen, N. (1997). Searching for excellence in business education: An exploratory study of customer impressions of service quality. International Journal of Educational Management, 11, 72-79. 10.1108/09513549710163961

Lukman, R. & Glavič, P. (2007). What are the key elements of a sustainable university?. Clean Techn Environ Policy, 9, 103-114. https://doi.org/10.1007/s10098-006-0070-7

Mahapatra, S.S. & Khan, M.S. (2007). A framework for analysing quality in education settings, European Journal of Engineering Education, 32(2), 205-217. 10.1080/03043790601118606

Manaf, N., Mohamad, K.A. & Ahmed, S. (2013). Critical factors of service quality in a graduate school of Malaysia. International Journal of Quality and Service Sciences, 5(4), 415-431. 10.1108/IJQSS-07-2012-0006

Marsh H.W. & Roche, L. (1993). The Use of Students’ Evaluations and an Individually Structured Intervention to Enhance University Teaching Effectiveness. American Educational Research Journal, 30(1), 217-251

Mårtensson, P. & Richtnér, A. (2015). What parameters do students value in business school rankings?. Journal of Higher Education Policy and Management, 37, 1-13. 10.1080/1360080X.2015.1102821

Marzo Navarro, M., Pedraja Iglesias, M. & Rivera Torres, P. (2005). A new management element for universities: satisfaction with the offered courses. International Journal of Educational Management, 19(6), 505-526. https://doi.org/10.1108/09513540510617454

Masserini, L., Bini, M. & Pratesi, M. (2019). Do Quality of Services and Institutional Image Impact Students’ Satisfaction and Loyalty in Higher Education?. Social Indicators Research, 146, 91–115. 10.1007/s11205-018-1927-y

Mattah, P., Kwarteng, A. & Menash, J. (2018). Indicators of service quality and satisfaction among graduating students of a higher education institution (HEI) in Ghana. Higher Education Evaluation and Development, 12(1), 36-52. 10.1108/HEED-10-2017-0006

Mensah, I., & Mensah, R. D. (2018). Effects of service quality and customer satisfaction on repurchase intention in restaurants on University of Cape Coast campus. Journal of Tourism, Heritage & Services Marketing, 4(2), 27-36. https://doi.org/10.5281/zenodo.1247542

Mokoena, A. & Dhurup, M. (2017). Evaluation of a Campus Service Quality Recreational Scale. Studia Universitatis Babes-Bolyai Oeconomica, 62(3), 67-82. 10.1515/subboec-2017-0014

Mulà, I., Tilbury, D., Ryan, A., Mader, M., Dlouhá, J., Mader, C., Benayas, J., Dlouhý, J. & Alba, D. (2017). Catalysing Change in Higher Education for Sustainable Development: A review of professional development initiatives for university educators". International Journal of Sustainability in Higher Education, 18(5), 798-820. https://doi.org/10.1108/IJSHE-03-2017-0043

Mulyono, H., Hadian, A., Purba, N., & Pramono, R. (2020). Effect of Service Quality toward Student Satisfaction and Loyalty in Higher Education. The Journal of Asian Finance, Economics and Business, 7(10), 929-938. https://doi.org/10.13106/JAFEB.2020.VOL7.NO10.929

Nejati, M. & Nejati, M. (2012). Assessment of sustainable university factors from the perspective of university students. Journal of Cleaner Production, 48, 101-107. 10.1016/j.jclepro.2012.09.006

Noaman, A.Y., Ragab, A.H.M., Madbouly, A.I., Khedra, A.M. & Fayoumi, A.G. (2017). Higher education quality assessment model: towards achieving educational quality standard. Studies in Higher Education, 42(1), 23-46. 10.1080/03075079.2015.1034262

Nuryanti, Y. ., Hutagalung, D. ., Nadeak, M., Abadiyah, S. ., & Novitasari, D. (2021). Understanding the Links between System Quality, Information Quality, Service Quality, and User Satisfaction in the Context of Online Learning. International Journal of Social and Management Studies, 2(4), 54-64. https://doi.org/10.5555/ijosmas.v2i4.51

Osman R.W., Cole S.T. & Vessell, C.R. (2006). Examining the Role of Perceived Service Quality in Predicting User Satisfaction and Behavioral Intentions in a Campus Recreation Setting. Recreational Sports Journal, 30(1), 20-29. 10.1123/rsj.30.1.20

Ozdemir, Y., Kayapinar, S.K. & Turhan, E. (2020). A scale to measure sustainable campus services in higher education: “Sustainable Service Quality”. Journal of Cleaner Production, 245, 1-17. 10.1016/j.jclepro.2019.118839

Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing, 49(4), 41-50.

Psomas, E. & Antony, J. (2017). Total quality management elements and results in higher education institutions: The Greek case. Quality Assurance in Education, 25(2), 206-223. 10.1108/QAE-08-2015-0033

Radder, L., & Han, X. (2009). Service Quality of On-Campus Student Housing: A South African Experience. International Business & Economics Research Journal (IBER), 8(11), 107-120. https://doi.org/10.19030/iber.v8i11.3190

Rahimizhian, S., Avci, T. & Eluwole, K.K. (2020). A conceptual model development of the impact of higher education service quality in guaranteeing edu-tourists' satisfaction and behavioral intentions. Journal of Public Affairs, 20(8), 1-8. 10.1002/pa.2085

Rahman, S. M. M., Mia, M. S., Ahmed, F., Thongrak, S., & Kiatpathomchai, S. (2020). Assessing Students’ Satisfaction in Public Universities in Bangladesh: An Empirical Study. The Journal of Asian Finance, Economics and Business, 7(8), 323–332. https://doi.org/10.13106/JAFEB.2020.VOL7.NO8.323

Rigotti, S. & Pitt, L. (1992). SERVQUAL as a Measuring Instrument for Service Provider Gaps in Business Schools. Management Research News, 15(3), 9-17. https://doi.org/10.1108/eb028197

Roberts, J. (2018). Professional staff contributions to student retention and success in higher education, Journal of Higher Education Policy and Management, 40(2), 140-153. 10.1080/1360080X.2018.1428409

Russell, M. (2005). Marketing education: A review of service quality perceptions among international students. International Journal of Contemporary Hospitality Management, 17(1). 65-77. 10.1108/09596110510577680

Shank, M.D., Walker, M. & Hayes, T. (1996). Understanding Professional Service Expectations: Do We Know What Our Students Expect in a Quality Education?. Journal of Professional Services Marketing, 13(1), 71-89. 10.1300/J090v13n01_08

Shekarchizadeh, A., Rasli, A. & Hon-Tat, H. (2011). SERVQUAL in Malaysian universities: Perspectives of international students. Business Process Management Journal, 17(1). 67-81. 10.1108/14637151111105580

Shonk D.J., Carr J.W. & De Michele P.E. (2010). Service Quality and Satisfaction within Campus Recreation: The Moderating Role of Identification. Recreational Sports Journal, 34(1), 9-23. 10.1123/rsj.34.1.9

Simangunsong, E. (2019). Factors Determining the Quality Management of Higher Education: A Case Study at a Business School in Indonesia. Jurnal Cakrawala Pendidikan. 38(2). 215-227. 10.21831/cp.v38i2.19685

Sohail, M. S. & Shaikh, N. (2004). Quest for excellence in business education: A study of student impressions of service quality. International Journal of Educational Management, 18(1). 58-65. 10.1108/09513540410512163

Sonetti, G., Lombardi, P. & Chelleri, L. (2016). True Green and Sustainable University Campuses? Toward a Clusters Approach. Sustainability, 8, 1-23. https://doi.org/10.3390/su8010083

Soutar, G. & McNeil, M. (1996). Measuring service quality in a tertiary institution. Journal of Educational Administration, 34(1), 72-82. https://doi.org/10.1108/09578239610107174

Spooren, P., Mortelmans, D., & Denekens, J. (2007). Student Evaluation of Teaching Quality in Higher Education: Development of an Instrument Based on 10 Likert-Scales. Assessment & Evaluation in Higher Education, 32(6), 667-679. http://dx.doi.org/10.1080/02602930601117191

Sultan, P. & Wong, H.Y. (2013). Antecedents and consequences of service quality in a higher education context: A qualitative research approach. Quality Assurance in Education, 21(1), 70-95. 10.1108/09684881311293070

Tarí, J. & Dick, G. (2016). Trends in quality management research in higher education institutions. Journal of Service Theory and Practice, 26(3), 273-296. 10.1108/JSTP-10-2014-0230

Teeroovengadum, V., Kamalanabhan, T.J. & Seebaluck, A. (2016). Measuring service quality in higher education. Quality Assurance in Education, 24(2), 244-258. 10.1108/QAE-06-2014-0028

Thomas, E.H. & Galambos, N. (2004). What Satisfies Students? Mining Student-Opinion Data with Regression and Decision Tree Analysis. Research in Higher Education, 45(3), 251-269. https://doi.org/10.1023/B:RIHE.0000019589.79439.6e

Tonći L., Baković, T. & Dužević, I. (2014). How perceived service quality influences students' satisfaction? Teachers' and students' perspectives. Total Quality Management & Business Excellence, 25(7-8), 923-934. 10.1080/14783363.2014.916036

Trivellas, P. & Dargenidou, D. (2009). Leadership and service quality in higher education: The case of the Technological Educational Institute of Larissa. International Journal of Quality and Service Sciences, 1(3), 294-310. 10.1108/17566690911004221

Tuncer, G. (2008). University Students' Perception on Sustainable Development: A Case Study from Turkey. International Research in Geographical and Environmental Education, 17(3), 212-226. 10.1080/10382040802168297

Ushantha, R.A.C. & Kumara, P.A.P.S. (2016). A Quest for Service Quality in Higher Education: Empirical Evidence from Sri Lanka, Services Marketing Quarterly, 37(2), 98-108, 10.1080/15332969.2016.1154731

van Weenen, H. (2000). Towards a vision of a sustainable university. International Journal of Sustainability in Higher Education, 1(1), 20-34. https://doi.org/10.1108/1467630010307075

Vázquez, J. L., Aza, C. L., & Lanero, A. (2015). Students’ experiences of university social responsibility and perceptions of satisfaction and quality of service. Ekonomski vjesnik/Econviews - Review of Contemporary Business, Entrepreneurship and Economic Issues, 28(2), 25-39.

von der Heidt, T., & Lamberton, G. (2011). Sustainability in the undergraduate and postgraduate business curriculum of a regional university: A critical perspective. Journal of Management & Organization, 17(5), 670-690. 10.5172/jmo.2011.17.5.670

Voss, R., Gruber, T. & Szmigin, I. (2007). Service quality in higher education: The role of student expectations. Journal of Business Research, 60(9), 949-959. 10.1016/j.jbusres.2007.01.020

Waas, T., Verbruggen, A. & Wright, T. (2009). University research for sustainable development: definition and characteristics explored. Journal of Cleaner Production, 18(7), 629-636, 10.1016/j.jclepro.2009.09.017

Yeo, R.K. (2008). Brewing service quality in higher education: Characteristics of ingredients that make up the recipe. Quality Assurance in Education, 16(3), 266-286. https://doi.org/10.1108/09684880810886277

Zhu, X. & Sharp, J.G. (2022). ‘Service quality’ and higher education: investigating Chinese international student and academic perspectives at a UK university. Journal of Further and Higher Education, 46(1), 1-19. 10.1080/0309877X.2021.1875202

İndir

Yayınlanmış

29.06.2022

Nasıl Atıf Yapılır

TOPALOGLU, M., HUSSEIN, N., & AZIZOGLU, Öznur. (2022). ÜNİVERSİTE HİZMET KALİTESİ FAKTÖRLERİ VE ÖĞRENCİ ÖNCELİKLERİ. Journal of Organizational Behavior Studies, 2(1), 01–19. Geliş tarihi gönderen https://obstudies.org/index.php/obs/article/view/10