CENAZE HİZMETİ SAĞLAYICILARININ ÖLÜM EĞİTİM DÜZEYLERİ İLE İŞ TATMİN DÜZEYLERİ ARASINDAKİ İLİŞKİYİ BELİRLEMEYE YÖNELİK BİR ARAŞTIRMA

Yıl 2024, Cilt: 22 Sayı: 53, 1256 - 1278, 22.07.2024

Hale Eda Akduru , Hakkı Polat

Öz

Hizmet sektörü emek yoğun özelliği ve kalite beklentisine yoğunlaşması nedeniyle müşteriyle iyi ilişki geliştirme ve beceri gerektiren bir sektördür. Bilindiği üzere herhangi bir işte beceri ve başarı kazanmak ise, genel itibariyle o konuya ilişkin alınan uzmanlık eğitimleri paralelinde artış gösterir. Buna göre özellikle cenaze hizmetleri gibi ekstra duyarlılık gerektiren hizmet alanlarında çalışan hizmet vericilerin yaptıkları işe ilişkin becerileri ve tecrübelerinin artmasıyla müşteri tatmini yükselebilecek bu da birbiriyle bağlantılı olarak çalışanların iş tatmin düzeyleri ile sergiledikleri hizmetin kalitesini etkileyebilecektir. Bu çalışmada cenaze hizmetleri çalışanlarından ölüm eğitimi verilen ve verilmeyen iki grubun iş tatmin düzeylerinin karşılaştırılması amaçlanmıştır. Yapılan literatür taramasında Türkiye’de ölüm ve ölüm eğitimi üzerine yapılan çalışmaların genellikle kuramsal çalışmalar olarak kurgulandığı ve ölüm eğitiminin özellikle ölüm olgusuyla sıklıkla yüzleşen çalışanlar üzerinde önemli olumlu etkiler yarattığına dair çeşitli araştırmalar bulunduğu görülmüştür. Ancak cenaze hizmeti sağlayıcıları örnekleminde ölüm eğitimi almış olmanın iş tatminine etkisine dair araştırmanın gerçekleştirildiği tarihte Türkiye’de herhangi bir çalışma bulunmamaktadır. Söz konusu örnekleme ilişkin uluslararası çalışmalar da sınırlı sayıdadır. Bu bağlamda Muğla ve Denizli Büyükşehir Belediyeleri Cenaze Hizmetleri ile Uşak Belediyesi Cenaze Hizmetlerinde çalışan ölüm eğitimi almış 57 kişi ile ölüm eğitimi almamış 54 çalışana iş tatminlerini ölçmeye yönelik anket uygulanmıştır. İki grubun ortalamalarına ilişkin yapılan istatistiki analizlere göre ölüm eğitimi alan grubun iş tatmini seviyesi ölüm eğitimi almayan grubun iş tatmini seviyesine göre önemli ölçüde yüksek çıkmıştır. Ayrıca iş tatmini anketine verilen cevapların iki grup arasında cinsiyet değişkeni bağlamında farklılaştığı bulgusuna da ulaşılmıştır. Elde edilen bulgulardan yola çıkılarak çeşitli çıkarımlar yapılmıştır. Bununla beraber ölüm eğitimi almanın bugüne kadar ihmal edilen cenaze hizmeti sektörü çalışanları üzerinde işleri kolaylaştırma, profesyonel yaklaşım sağlama, travmatik durumları yönetme ve hizmet alıcılara psikolojik destek sağlama gibi farklı katkıları da bulunacağı düşünülmektedir.

Anahtar Kelimeler

Ölüm eğitimi,, iş tatmini,, cenaze hizmetleri,, örgütsel davranış,

Etik Beyan

Araştırma ODTU İnsan Araştırmaları Etik Kurulu'nun 07.04.2023 Tarih ve 0184-ODTUİEAK-2023 numaralı etik kurul izni çerçevesinde gerçekleştirilmiştir.

A RESEARCH ON THE RELATIONSHIP BETWEEN DEATH EDUCATION AND JOB SATISFACTION LEVELS OF FUNERAL SERVICE PRACTITIONERS

Öz

The service sector is a labor-intensive sector that requires good customer relations and skills due to its labor-intensive characteristic and focus on quality expectations. As it is known, gaining skills and success in any job generally increases in parallel with the specialized training received on that subject. Accordingly, customer satisfaction may increase due to the experience of service providers working in service areas that require extra sensitivity, such as funeral services, and this, in turn, may affect the job satisfaction levels of employees and the quality of the service they provide. In this study, it was aimed to compare the job satisfaction levels of two groups of funeral service practitioners those who had received death education and those who had not. The literature review revealed that the studies on death and death education in Turkey are generally constructed as theoretical studies and that there are various studies showing that death education has significant positive effects especially on employees who frequently face the phenomenon of death. However, at the time of the research, there was no study in Turkey on the effect of death education on job satisfaction in the sample of funeral service practitioners. In this context, a questionnaire was applied to 111 employees working in Muğla, Denizli and Uşak Metropolitan Municipalities Funeral Services to measure their job satisfaction. According to the statistical analysis of the averages of the two groups, the job satisfaction level of the group that received death education was significantly higher than the job satisfaction level of the group that did not receive death education. In addition, it was also found that the answers given to the job satisfaction questionnaire differed between the two groups in terms of gender.

Anahtar Kelimeler

death education,, job satisfaction,, funeral service practitioners,, organizational behaviour,

Kaynakça

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