Öz
In this study, quality concept basically investigated and a questionnarie on higher education service quality dimensions defined by Owlia and Aspinwall applied in Faculty of Economic and Administrative Sciences of Gazi University. A basic customer of education is student. In applied questionnerie, importance and situation evaluation wanted from students. Results analized by SPSS package programme to measure clarify sufficiency of stated quality dimensions of higher education quality, and to perform situation evaluation. All of the qualty dimensions evaluated as important by students. In situation evaluation of G.U, F.E.A.S., faculty evaluated as good on competence, insufficent on attitude and normal for other quality dimensions. According to factor analysis results, for a general classification, quality features and groupping of them must review.
Anahtar Kelimeler
Service quality dimensions service quality in higher education
Kaynakça
- AKAO, Yoji, Kazushi NAGAI ve Nobuhiro MAKI (1996), "QFD Concept for Improving Higher Education", Proceedings of ASQC's 50'h Annual Quality Congress.
- AYDOĞAN, Enver (2006), Kalite ve Güvenilirlik, Ayban Eğitim Danışmanlık Matbaacılık ve Yayıncılık, Ankara
- GARVIN, David A. (1984), “What Does ''Product Quality'' Really Mean?”, Sloan Management Review, 26(1):25-43.
- GARVIN, David A. (1987), “Competing on the Eight Dimensions of Quality”, Harvard Business Review, 6:101-109.
- GÜİİBF [Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi] (2009), http://www.iibf.gazi.edu.tr/v4/content/history.aspx, Erişim Tarihi: 15.04.2009.
- HWARNG, H. Brian ve Cynthia TEO (2001), “Translating Customers' Voices into Operations Requirements - A QFD Application in Higher Education”, The International Journal of Quality & Reliability Management, 18/2, pp:195-225
- MAZUR, Gleim H. (1996), “Design a Course in Total Quality Management (TQM) at the University of Michigan College of Engineering”, Proceedings of ICQ'96 , Yokohoma, pp:1-8.
- MUNRO-FAURE, Lesley ve Malcolm MUNRO-FAURE (1993), Implementing Total Quality Management, Pitman Publishing.
- OWLIA, Mohammad S. ve Elaine M. ASPINWALL (1996), “A Framework for the Dimensions of Quality in Higher Education”, Quality Assurance in Education, 4(2):12-20.
- PARASURAMAN, A., Valarie A. ZEITHALM ve Leonard L. BERRY (1985), “A Conceptual Model of Service Quality and Its Implicatications for Future Research”, Journal of Marketing, 49(4):41-50.
- RAO, Ashok v.d. (1996), Total Quality Management: A Cross Functional Perspective, John Wiley & Sons.
- SPARKS, Richard E. ve Richard D. LEGAULT (1993), “A definition of Quality for Total Customer Satisfaction: The Bridge Between Manufacturer and Customer”, S.A.M. Advanced Management Journal, 58(1):16-27.
Öz
Bu çalışmada temel olarak kalite kavramı incelenmiş, Owlia ve Aspinwall (1996) tarafından belirlenen yüksek öğretimde hizmet kalitesi unsurları için, Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi’nde bir anket uygulaması yapılmıştır. Eğitim hizmetinin temel müşterilerinden birisi öğrencilerdir. Öğrencilere yönelik olarak uygulanan ankette, yüksek öğretim hizmet kalitesi unsurları için önem ve fakülte durum değerlendirmeleri yapılması istenmiştir. Anket sonuçları, belirtilen kalite unsurlarının yüksek öğretim kalitesini açıklamada yeterliliğini ölçmek ve bu kalite unsurları açısından G.Ü, İ.İ.B.F.’ye ilişkin durum değerlendirmelerini yapmak üzere SPSS paket programıyla incelenmiştir. Belirtilen kalite unsurlarının tümü öğrenciler tarafından önemli olarak değerlendirilmiştir. G.Ü, İ.İ.B.F.’ye ilişkin durum değerlendirmelerinde genel olarak fakülte, yeterlilik açısından iyi, tutum açısından yetersiz diğer kalite unsurları için ise normal olarak değerlendirilmiştir. Faktör analizi sonuçlarına göre, genel bir sınıflandırma için kalite özelliklerinin ve bunların gruplandırılmasının yeniden gözden geçirilmesi gerekir.
Anahtar Kelimeler
Kaynakça
- AKAO, Yoji, Kazushi NAGAI ve Nobuhiro MAKI (1996), "QFD Concept for Improving Higher Education", Proceedings of ASQC's 50'h Annual Quality Congress.
- AYDOĞAN, Enver (2006), Kalite ve Güvenilirlik, Ayban Eğitim Danışmanlık Matbaacılık ve Yayıncılık, Ankara
- GARVIN, David A. (1984), “What Does ''Product Quality'' Really Mean?”, Sloan Management Review, 26(1):25-43.
- GARVIN, David A. (1987), “Competing on the Eight Dimensions of Quality”, Harvard Business Review, 6:101-109.
- GÜİİBF [Gazi Üniversitesi İktisadi ve İdari Bilimler Fakültesi] (2009), http://www.iibf.gazi.edu.tr/v4/content/history.aspx, Erişim Tarihi: 15.04.2009.
- HWARNG, H. Brian ve Cynthia TEO (2001), “Translating Customers' Voices into Operations Requirements - A QFD Application in Higher Education”, The International Journal of Quality & Reliability Management, 18/2, pp:195-225
- MAZUR, Gleim H. (1996), “Design a Course in Total Quality Management (TQM) at the University of Michigan College of Engineering”, Proceedings of ICQ'96 , Yokohoma, pp:1-8.
- MUNRO-FAURE, Lesley ve Malcolm MUNRO-FAURE (1993), Implementing Total Quality Management, Pitman Publishing.
- OWLIA, Mohammad S. ve Elaine M. ASPINWALL (1996), “A Framework for the Dimensions of Quality in Higher Education”, Quality Assurance in Education, 4(2):12-20.
- PARASURAMAN, A., Valarie A. ZEITHALM ve Leonard L. BERRY (1985), “A Conceptual Model of Service Quality and Its Implicatications for Future Research”, Journal of Marketing, 49(4):41-50.
- RAO, Ashok v.d. (1996), Total Quality Management: A Cross Functional Perspective, John Wiley & Sons.
- SPARKS, Richard E. ve Richard D. LEGAULT (1993), “A definition of Quality for Total Customer Satisfaction: The Bridge Between Manufacturer and Customer”, S.A.M. Advanced Management Journal, 58(1):16-27.
Ayrıntılar
| Birincil Dil | Türkçe |
|---|---|
| Bölüm | Makaleler |
| Yazarlar | |
| Yayımlanma Tarihi | 1 Ağustos 2009 |
| Yayımlandığı Sayı | Yıl 2009 Cilt: 2 Sayı: 2 |