Üniversite Öğrencisi Algılarına Göre Yükseköğretim Kurumlarının Hizmet Kalitesinin İncelenmesi

Yıl 2021, Cilt: 9 Sayı: 25, 69 - 88, 29.12.2021

Muhammet İbrahim Akyürek

https://doi.org/10.52528/genclikarastirmalari.957945

Cited By: 1

Öz

Bu araştırmanın amacı, lisans öğrencisi algısına göre yükseköğretim kurumlarının hizmet kalitesi
düzeyini belirlemektir. Araştırma, kesitsel tarama modelindedir. Araştırmanın örneklemini, 2020-2021
öğretim yılında Türkiye’deki devlet üniversitelerinde öğrenim gören 460 lisans öğrencisi (birinci öğretim)
oluşturmaktadır. Araştırmada Yükseköğretimde Hizmet Kalitesi Ölçeği kullanılmıştır. Araştırma verileri, 2020-
2021 öğretim yılı Haziran ayı içerisinde elde edilmiştir. Araştırmada, öğrenci algılarına göre yükseköğretim
kurumlarının hizmet kalitesinin orta düzeyde olduğu sonucuna ulaşılmıştır. Yükseköğretim kurumlarının
hizmet kalitesi düzeyine ilişkin öğrenci algıları arasında sınıf değişkenine göre anlamlı bir şekilde farklılık
olduğu; ancak cinsiyet değişkenine göre anlamlı bir farklılık olmadığı sonucuna ulaşılmıştır.

Anahtar Kelimeler

Yükseköğretim Kurumu, Hizmet Kalitesi, Lisans Öğrencisi.

Examination Of Service Quality Of Higher Education Institutions According To University Student Perceptions

Öz

This research aims to determine how undergraduate students perceive the quality of services provided
by higher education institutions. The study followed a cross-sectional scanning model. The sample of the
research consists of 460 undergraduate students (primary education) attending state universities in Turkey
during the 2020–2021 academic year. The Service Quality Scale in Higher Education was used in the research.
Research data were obtained in June of the aforementioned academic year. Findings reveal that students
perceivethe quality of services offered by higher education institutions to be moderate. There we observed a
significant difference in students’ perceptions by class level. However, no significant difference was found
by gender.

Anahtar Kelimeler

Higher Education Institution, Service Quality, Undergraduate Student

Kaynakça

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