E-HİZMET KALİTESİ ÖLÇÜMÜ: UZAKTAN EĞİTİM HİZMETİ VEREN KAMU ÜNİVERSİTELERİ ÖRNEĞİ

Year 2020, Prof. Dr. Talha Ustasüleyman Special Issue, 77 - 98, 20.02.2020

Pelin Çelik , Selçuk Perçin

https://doi.org/10.18092/ulikidince.566172

Cited By: 2

Abstract

Bilişim ve eğitim
alanında yaşanan gelişmelerle karşımıza çıkan e-öğrenme, öğrenci merkezli,
birçok avantajı bulunan, çağdaş bir eğitim ve öğretim sistemi olarak tanımlanabilmektedir.
Günümüzde e-öğrenme sistemi ülkemizdeki birçok üniversite tarafından
kullanılmaktadır ve bu durum beraberinde rekabeti getirmiştir. E-öğrenme
sisteminde başarılı olunması ve memnuniyetin sağlanması için e-öğrenme öğrenci
gereksinimleri ve teknik gereksinimlerin karşılanması gerekmektedir. E-öğrenme
sisteminin öneminden hareketle bu çalışmada Bilim, Sanayi ve Teknoloji
Bakanlığı’nın Üniversitelerarası Yenilikçilik ve Girişimcilik Endeksi
sıralamasına giren ve uzaktan eğitim hizmeti veren otuz devlet üniversitesi
e-hizmet kalitesi bakımından değerlendirilmiştir. Uygulamada Kalite Fonksiyon
Göçerimi, Bulanık Doğrusal Regresyon, 0-1 Hedef Programlama ve Entropi-Ağırlıklı
Uzaklık Metriği yöntemleri kullanılmıştır. Uygulama sonucunda söz konusu
yöntemler kullanılarak üniversitelerin sıralanması sağlanmıştır. Modelin
üniversitelerin e-öğrenme sistemlerinin performans değerlendirme konusunda
kullanılabilecek etkin bir karar verme aracı olması ve eğitim sektörüne katkıda
bulunması beklenmektedir.

Keywords

-Hizmet Kalitesi, E-Öğrenme, Kalite Fonksiyon Göçerimi, Bulanık Doğrusal Regresyon, 0-1 Hedef Programlama

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