Research Article
BibTex RIS Cite

YAYGIN MESLEKİ TURİZM EĞİTİMİ İÇİN ALGILANAN KALİTE BOYUTLARININ BELİRLENMESİ

Year 2020, Volume: 23 Issue: 43, 485 - 525, 30.06.2020
https://doi.org/10.31795/baunsobed.712993

Abstract

Turizm işletmeleri tarafından çalışanlarına bilgi ve beceri kazanmaları için yapacakları eğitim yatırımlarının kalitesi göz ardı edilmemesi gereken konulardan biridir. Bu çalışmanın amacı yaygın mesleki turizm eğitiminin algılanan kalite boyutlarını belirlemektir. Bunun için hem nitel hem de nicel araştırma tekniklerinden yararlanılarak ölçek geliştirme süreci takip edilmiştir. Çalışma verileri özel kuruşlar tarafından verilen yaygın mesleki turizm eğitimlerinden biri olarak değerlendirilen ticari ve yer hizmetleri eğitimleri kapsamında rezervasyon ve biletleme eğitimlerine katılan 216 kişiden elde edilmiştir. Süreç sonucunda yaygın mesleki turizm eğitiminin algılanan kalitesinin 68 ifadeden oluşan “etkileşim”, “materyal”, “içerik ve yöntem”, “çıktı”, “ortam koşulları”, “amaç”, “mekânsal düzen” ve “zaman” olmak üzere sekiz boyuta sahip olduğu tespit edilmiştir. Bu doğrultuda araştırmacılar ve uygulamacılar için öneriler sunulmuştur.

Thanks

Başta tez danışmanım Prof. Dr. Osman Çolakoğlu'na ve çalışmanın yürütülmesi ve verilerin toplanması için gerekli izinleri veren Türk Hava Yolları Eğitim Akademisi Müdürlüğü, Kültür ve Turizm Bakanlığı Araştırma ve Geliştirme Eğitim Müdürlüğü ile Galileo Türkiye Müdürlüğü’ne teşekkür ederim.

References

  • Akar, İ. (2003). Öğrenci Davranışlarını Etkileyen Etmenler. Z. Kaya (Ed.), Sınıf Yönetimi içinde (ss. 19-42). Ankara: Pegem A Yayıncılık.
  • Alliger, G. M., Tannenbaum, S. I., Bennett, W., Traver, H. ve Shotland, A. (1997). A Meta Analysis of the Relations among Training Criteria. Personnel Psychology, 50 (2), 341-358.
  • Alves, H., Raposo, M. (2007). Conceptual Model of Student Satisfaction in Higher Education. Total Quality Management, 18 (5), 571-588.
  • Artino, A. R. (2008). Motivational Beliefs and Perceptions of Instructional quality: Predicting Satisfaction with Online Training. Journal of Computer Assisted Learning, 24, 260-270.
  • Assante, L. M., Huffman, L. ve Harp, S. S. (2007). Conceptualization of Quality Indicators for U.S. Based Four-Year Undergraduate Hospitality Management Programs. Journal of Teaching in Travel & Tourism, 7 (2), 51-71.
  • Babakus, E. ve Boller, G. W. (1992). An Emprical Assesment of the SERVQUAL Scale. Journal of Business Research, 24, 253-268.
  • Baldwin, T. T. ve Ford, J. K. (1988). Transfer of Training: A Review and Directions for Future Research. Personnel Psychology, 41 (1), 63-105.
  • Bartlett, R. K. (2001). The Relationship Between Training and Organizational Commitment: A Study in the Health Care Field. Human Resource Development Quarterly, 12 (4), 335-352.
  • Bartlett, R. K. ve Kang, S. D. (2004). Training and Organizational Commitment Among Nurses Following Industry and Organizational Change in New Zealand and United States. Human Resource Development International, 7 (4), 423-440.
  • Bearden, W. O., Netemeyer, R. G. ve Teel, J. E. (1989). Measurement of Consumer Susceptibility to Interpersonal Influence. Journal of Consumer Research, 15, 473-481.
  • Birdi, K., Allan, C. ve Warr, P. (1997). Correlates and Perceived Outcomes of Four Types of Employee Development Activity. Journal of Applied Psychology, 82 (6), 845-857.
  • Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surrounding on Customer and Employees. Journal of Marketing, 56, 57-71.
  • Borahan, N. G. ve Ziarati, R. (2002). Developing Quality Criteria for Application in Higher Education Sector in Turkey. Total Quality Management, 13 (7), 913-926.
  • Brady, M. K. ve Cronin, J. J. (2001). Some New Thought on Conceptualizing Perceived Service Quality: A Hierarchical Approach. The Journal of Marketing, 65 (3), 34-49.
  • Brown, S. W. ve Swartz, T. A. (1989). A Gap Analysis of Professional Service Quality. Journal of Marketing, 58, 92-98.
  • Bulut, C. ve Culha, O. (2010). The Effects of Organizational Training on Organizational Commitment. International Journal of Training and Development, 14 (4), 309-322.
  • Caro, L. M. ve Garcia, J. A. M. (2007). Measuring Perceived Service Quality in Urgent Transport Service. Journal of Retailing and Consumer Service, 14 (1), 60-72.
  • Caro, L. M. ve Garcia, J. A. M. (2008). Developing A Multidimensional and Hierarchical Service Quality Model For the Travel Agency Industry. Tourism Management, 29, 706-720.
  • Cassidy, M. F., Barthelme, K. A. C., Schimmel, B. J. ve Rodriguez, J. (1994). Understanding Quality in Training and Education Services. Performance Improvement Quertarly, 7 (4), 70-88.
  • Cassidy, M. F., Schimmel, B. J. ve Brady, K. A. C. (1993). Identifying Expectations for Service Quality in Training and Education Through Process Needs Assesment. Performance Improvement Quarterly, 6 (2), 3-16.
  • Chiang, C. F., Back, K. J. ve Canter, D. D. (2005). The Impact of Employee Training on Job Satisfaction and Intention to Stay in the Hotel Industry. Journal of Human Resources in Hospitality & Tourism, 4 (2), 99-118.
  • Chowdhary, N. ve Prakash, M. (2007). Prioritizing Service Quality Dimensions. Managing Service Quality, 17 (5), 493-509.
  • Churchill, G. A. (1979). A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research, 16 (1), 64-73.
  • Clemenz, C. E. (2001). Measuring Perceived Quality of Training in the Hospitality Industry. Doktora Tezi, Faculty of the Virginia Polytechnic Institute and State University, Virginia.
  • Clemenz, C. E. ve Weaver, P. A. (2003). Dimensions of Perceived Training Quality. Journal of Quality Assurance in Hospitality & Tourism, 4 (1), 47-70.
  • Clewes, D. (2003). A Student-Centred Conceptual Model of Service Quality in Higher Education. Quality in Higher Education, 9 (1), 69-85.
  • Coates, H. (2009). Building Quality Foundations: Indicators and Instruments to Measure the Quality of Vocational Education and Training. Journal of Vocational Education & Training, 61 (4), 517-534.
  • Colarelli, S. M. ve Montei, M. S. (1996). Some Contextual Influences on Training Utilization. Journal of Applied Behavioral Science, 32 (3), 306-322.
  • Colquitt, J. A. (2008). Two Decades of Organizational Justice: Findings, Controversies, and Future Directions. J. Barling ve C. L. Cooper (Ed.), The SAGE Handbook of Organizational Behavior, Volume I - Micro Approaches içinde (ss 73-88). London: Sage Publications.
  • Cronin, J. J. ve Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56 (3), 55-68.
  • Dabholker, P. A., Thorpe, D. I. ve Rentz, J. O. (1996). A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of the Academy of Marketing Science, 24 (1), 3-16.
  • Day, E. ve Castleberry, S. B. (1986). Defining and Evaluating Quality the Consumer’s View. Advances in Consumer Research, 13, 94-98.
  • Delamere, T. A., Wankel, L. M. ve Hinch, T. D. (2001). Development of A Scale to Measure Resident Attitudes toward the Social Impacts of Community Festivals, Part I: Item Generation and Purification of the Measure. Event Management, 7, 11-24.
  • Dermol, V. ve Čater, T. (2013). The Influence of Training and Training Transfer Factors on Organisational Learning and Performance. Personnel Review, 42 (3), 1-21.
  • Dessler, G. (2005). Human Resource Management. New Jersey: Prentice Hall.
  • Doherty, G. D. (1997). Quality, Standards, The Consumer Paradigm and Developments in Higher Education. Quality Assurance in Education, 5 (4), 239-248.
  • Dougles, J. ve Dougles A. (2006). Evaluating Teaching Quality. Quality in Higher Education, 12 (1), 3-13.
  • Duque, L. C. ve Weeks J. R. (2010). Towards a Model and Methodology for Assessing Student Learning Outcomes and Satisfaction. Quality Assurance in Education, 18 (2), 84-105.
  • Elangovan, A. R. ve Karakowsky, L. (1999). The Role of Trainee and Environmental Factors in Transfer of Training: An Exploratory Framework. Leadership & Organization Development Journal, 20 (5), 268-275.
  • Erdemir, E. (2007). İşe Almada Aday Odaklılık: Kavramsal Çerçeve ve Ölçek Geliştirme. Doktora Tezi, Anadolu Üniversitesi, Eskişehir.
  • Eroğlu, S. A., Machleit, K. ve Barr, T. F. (2005). Perceived Retail Crowding and Shopping Satisfaction: The Role of Shopping Values. Journal of Business Research, 58 (8), 1146-1153.
  • Garvin, D. A. (1984a). What Does ‘Product Quality’ Really Mean?. Sloan Management Review, 26 (1), 25-31.
  • Garvin, D. A. (1984b). Product Quality: An Important Strategic Weapon. Business Horizons, March-April, 40-43.
  • Garvin, D. A. (1987). Competing on the Eight Dimensions of Quality. Harvard Business Review, November-December, 101-109.
  • Ghobadian, A., Speller, S. ve Jones, M. (1994). Service Quality Concept and Models. International Journal of Quality & Reliability Management, 11 (9), 43-66.
  • Goldstein, I. L. (1980). Training and Organizational Psychology. Professional Psychology, 11 (3), 421-427.
  • Grönroos, C. (1984). A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18 (4), 36-44.
  • Gultek, M. M., Dodd, T. H. ve Guydosh, R. M. (2006). Attitudes Towards Wine-Service Training and Its Influence on Restaurant Wine Sales. International Journal of Hospitality Management, 25 (3), 432-436.
  • Gutman, J. (1982). A Means-End Chain Model Based on Consumer Categorization Processes. Journal of Marketing, 46, 60-72.
  • Gutman, J. ve Miaoulis, G. (2003). Communicating a Quality Position in Service Delivery: An Application in Higher Education. Managing Service Quality, 13 (2), 105-111.
  • Hacıoğlu, N., Kaşlı, M., Şahin, S. ve Tetik, N. (2008). Türkiye’de Turizm Eğitimi. (1. Bs.). Ankara: Detay Yayıncılık.
  • Hair, J. F., Babin, B. Money, A. H. ve Samouel, P. (2003). Essentials of Business Research Methods. Hoboken: John Wiley & Sons, Inc.
  • Hair, J. F., Black, W. C., Babin, B. J. ve Anderson, R. E. (2014). Multivariate Data Analysis: A Global Perspective (7. Bs.). Upper Saddle River, NJ: Prentice Hall.
  • Harris, K. J. ve Bonn, M. A. (2000). Training Techniques and Tools: Evidence from the Foodservice Industry. Journal of Hospitality & Tourism Research, 24, 320-335.
  • Harvey, L. ve Green, D. (1993). Defining Quality. Assessment and Evaluation in Higher Education, 18 (1), 9-34.
  • Hernandez, R. M. S., Tur, V. M., Peiro, J. M. ve Ramos, J. (2009). Testing a Hierarchical and Integrated Model of Quality in the Service Sector: Functional, Relational, and Tangible Dimensions. Total Quality Management, 20 (1), 1173-1188.
  • Hertzman, J. L. ve Stefanelli, J. M. (2008). Developing Quality Indicators for Associate Degree Culinary Arts Programs: A Survey of Educators and Industry Chefs. Journal of Quality Assurance in Hospitality & Tourism, 9 (2), 135-158.
  • Heung, V. C. S. ve Gu, T. (2012). Influence of Restaurant Atmospherics on Patron Satisfaction and Behavioral Intentions. International Journal of Hospitality Management, 31 (4), 1167-1177.
  • Hinkin, T. R. (1995). A Review of Scale Development Practices in the Study of Organizations. Journal of Management, 21 (5), 967-988.
  • Hinkin, T. R. (1998). A Brief Tutorial on Development of Measures for Use in Survey Questionnaires. Organizational Research Methods, 1 (1), 104-121.
  • Hinkin, T. R., Tracey, J. B. ve Enz, C. A. (1997). Scale Construction: Developing Reliable and Valid Measurement Instruments. Journal of Hospitality and Tourism Research, 21 (1), 100-120.
  • Horng, J. S., Teng, C. C. ve Baum, T. (2009). Evaluating the Quality of Undergraduate Hospitality, Tourism and Leisure Programmes. Journal of Hospitality, Leisure, Sport & Tourism Education, 8 (1), 37-54.
  • Kang, G. D. ve James, J. (2004). Service Quality Dimensions: An Examination of Grönross’s Service Quality Model. Managing Service Quality, 14 (4), 266-277.
  • Karasar, N. (1994). Bilimsel Araştırma Yöntemi: Kavramlar, İlkeler, Teknikler. (6. Bs.). Ankara: 3A Araştırma Eğitim Danışmanlık Ltd.
  • Kemenade, E. V., Pupius, M. ve Hardjono, T. W. (2008). More Value to Defining Quality. Quality in Higher Education, 14 (2), 175-185.
  • Kim, D. Y. ve Park, S. (2008). Customers’ Responses to Crowded Restaurant Environments: Cross-Cultural Differences Between American and Chinese. Journal of Hospitality & Leisure Marketing, 16 (1-2), 137-157.
  • Kirkpatrick, D. L. (1979). Techniques for Evaluating Training Programs. Training and Development Journal, 33 (6), 78-92.
  • Klenosky, D. B. (2002). The Pull of Tourism Destinations: A Means-End Investigation. Journal of Travel Research, 40 (4), 385-395.
  • Klenosky, D. B. Gengler, C. E. ve Mulvey, M. S. (1993). Understanding the Factors Influencing Ski Destination Choice: A Means and Analytic Approach. Journal of Leisure Research, 25 (4), 362-379.
  • Ko, Y. J. ve Pastore, D. L. (2005). A Hierarchical Model of Service Quality for the Recreational Sport Industry. Sport Marketing Querterly 14 (2), 84-97.
  • Korkmaz, İ. (2003). İstenmeyen Davranışların Önlenmesi. Zeki Kaya (Ed.), Sınıf Yönetimi (ss. 171-192). Ankara: Pegem A Yayıncılık.
  • Kreitner, R. ve Kinicki, A. (2004). Organizational Behavior (6. Baskı). USA: McGrawHill-Irwin.
  • Kuo, C. M., Chen, L. C. ve Lu, C. Y. (2011). Factorial Validation of Hospitality Service Attitude. International Journal of Hospitality Management, 31 (3), 944-951.
  • Lam, K. ve Zhao, X. (1998). An Application of Quality Function Deployment to Improve the Quality of Teaching. International Journal of Quality & Reliability Management, 15 (4), 389-413.
  • Lawshe, C. H. (1975). A Quantitative Approach to Content Validity. Personnel Psychology, 28 (4), 563-575.
  • Lee, S. H. ve Pershing, J. A. (2002). Dimensions and Design Criteria for Developing Training Reaction. Human Resource Development International, 5 (2), 175-197.
  • Lehtinen, U. ve Lehtinen, J. R. (1991). Two Approaches to Service Quality Dimensions. The Service Industries Journal, 11 (3), 287-303.
  • Lewis, B. R., Templeton, G. F. ve Byrd, T. A. (2005). A Methodology for Construct Development in MIS Research. European Journal of Information Systems, 14 (4), 388-400.
  • Li, R. Y. ve Kaye, M. (1998). A Case Study for Comparing Two Service Quality Measurement Approaches in the Context of Teaching in Higher Education. Quality in Higher Education, 4 (2), 103-113.
  • Lim, D. H. (2000). Training Design Factors Influencing Transfer of Training to the Workplace within an International Context. Journal of Vocational Education & Training, 52 (2), 243-258.
  • Lin, I. Y. ve Mattila, A. S. (2010). Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers’ Emotions and Satisfaction. Journal of Hospitality Marketing & Management, 19 (8), 819-841.
  • Liu, C. M. (2005). The Multidimensional and Hierarchical Structure of Perceived Quality and Customer Satisfaction. International Journal of Management, 22 (3), 426-435.
  • Mathieu, J. E., Tannenbaum, S. I. ve Salas, E. (1992). Influences of Individual and Situational Characteristics on Measures of Training Effectiveness. The Academy of Management Journal, 35 (4), 828-847.
  • Matsunaga, M. (2010). How to Factor-Analyze Your Data Right: Do’s, Don’ts, and How-To’s. International Journal of Psychological Research, 3 (1), 97-110.
  • Mayaka, M. ve King, B. (2002). A Quality Assessment of Education and for Kenya’s Tour Operating Sector. Current Issues in Tourism, 5 (2), 112-133.
  • Mersha, T. ve Adlakha, V. (1992). Attributes of Service Quality: The Consumers’ Perspective. International Journal of Service Industry Management, 3 (3), 34-45.
  • Noe, R. A. (1986). Trainees’ Attributes and Attitudes: Neglected Influences on Training Effectiveness. Academy of Management Review, 11 (4), 736-749.
  • Noe, R. A. (2010). Employee Training and Development. (5. Bs.). New York: McGraw Hill.
  • Noe, R. A. ve Schmitt, N. (1986). The Influence of Trainee Attitudes on Training Effectiveness: Test of a Model. Personnel Psychology, 39 (3), 497-523.
  • Nordhaug, O. (1989). Reward Functions of Personal Training. Human Relations, 42 (5), 373-388.
  • Nunnally, J. C. (1978). Psychometric Theory. (2. Bs). New York: McGraw-Hill.
  • Oh, H., Fiore, A. M. ve Jeoung, M. (2007). Measuring Experience Economy Concepts: Tourism Applications. Journal of Travel Research, 46 (2), 119-132.
  • Orhaner, E. ve Tunç A. (2003). Ticaret ve Turizm Eğitiminde Özel Öğretim Yöntemleri (2. Bs.). Ankara: Gazi Kitabevi.
  • Orpen, C. (1999). The Influence of the Training Environment on Trainee Motivation and Perceived Training Quality. International Journal of Training and Development, 3 (1), 34-43.
  • Özdoğan, O. N. & Çavuş, Ş. (2009). Türkiye’de Turizm Eğitiminin Yapısı ve Gelişimi. Ş. Çavuş, Z. Ege ve O. E. Çolakoğlu (Ed.), Türk Turizm Tarihi Yapısal ve Sektörel Gelişim içinde (ss. 221-253). Ankara: Detay Yayıncılık.
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49 (4), 41-50.
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-37.
  • Pelit, E. ve Güçer, E. (2006). Turizm Alanında Öğretmenlik Eğitimi Alan Öğrencilerin Turizm İşletmelerinde Yaptıkları Stajları Değerlendirmeleri Üzerine Bir Araştırma. Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, 1, 139-168.
  • Popli, S. (2005). Ensuring Customer Delight: A Quality Approach to Excellence in Management Education. Quality in Higher Education, 11 (1), 17-24.
  • Quinn, A., Lemay, G., Larsen, P. ve Johnson, D. M. (2009). Service Quality in Higher Education. Total Quality Management, 20 (2), 139-152.
  • Reeves, C. A. ve Bednar, D. A. (1994). Defining Quality: Alternatives and Implications. Academy of Management Review, 19 (3), 419-445.
  • Rodriguez, C. M. ve Gregory, S. (2005). Qualitative Study of Transfer of Training of Student Employees in a Service Industry. Journal of Hospitality & Tourism Research, 29 (1), 42-66.
  • Ronen, S. ve Shenkar, O. (1985). Clustering Countries on Attitudinal Dimensions: A Review and Synthesis. Academy of Management Review, 10 (3), 435-454.
  • Ros, E. M. ve Sintes, F. O. (2012). Training Plans, Manager’s Characteristics and Innovation in Accommodation Industry. International Journal of Hospitality Management, 31 (3), 686-694.
  • Rust, R. T. ve Oliver, R, L. (1994). Service Quality: Insight and Managerial Implication from the Frontier. R. T. Rust ve R. L. Oliver (Ed.), Service Quality: New Directions in Theory and Practice içinde (s. 1-19). Thousand Oaks, CA: Sage.
  • Ryu, K. ve Jang, S. (2008). DINESCAPE: A Scale for Customers’ Perception of Dining Environments. Journal of Foodservice Business Research, 11 (1), 2-22.
  • Seth, N., Deshmukh, S. G. ve Vrat, P. (2005). Service Quality Models: A Review. International Journal of Quality & Reliability Management, 22 (9), 913-949.
  • Shetty, Y. K. (1987). Product Quality and Competitive Strategy. Business Horizons, May-June, 49-52.
  • Smith, F. G. (1993). The Meaning of Quality. Total Quality Management, 4(3), 235-244.
  • Sofo, F. (2007). Transfer of Training: A Case Study of Outsourced Training for Staff from Bhutan. International Journal of Training and Development, 11(2), 103-120.
  • Srikatanyoo, N ve Gnoth, J. (2005). Quality Dimensions in International Tertiary Education: A Thai Prospective Students’ Perspective. The Quality Management Journal, 12 (1), 30-40.
  • Sureshchandar, G. S., Rajendran, C., Kamalanabhan, T. J. (2001). Customer Perception of Service Quality: A Critique. Total Quality Management, 12 (1), 111-124.
  • Şencan, H. (2005). Sosyal ve Davranışsal Ölçümlerde Güvenilirlik ve Geçerlilik (1. Bs.). Ankara: Seçkin Yayıncılık.
  • Tam, M. (2001). Measuring Quality and Performance in Higher Education. Quality in Education, 7 (1), 47-54.
  • Tanova, C. ve Nadiri, H. (2005). Recruitment and Training Policies and Practices: The Case of Turkey as an EU Candidate. Journal of European Industrial Training, 29 (9), 694-711.
  • Taymoori, P., Moeini, B., Lubans, D. ve Bharami, M. (2012). Development and Psychometric Testing of the Adolescent Healthy Lifestyle Questionnaire. Journal of Education and Health Promotion, 1, 1-7.
  • Teng, C. C., Horng, J. S. ve Baum, T. (2013). Academic Perceptions of Quality and Quality Assurance in Undergraduate Hospitality, Tourism and Leisure Programmes: A Comparison of UK and Taiwanese Programmes. Jourmal of Hospitality, Leisure, Sport & Tourism Education, 13, 233-243.
  • Tian, K. T., Bearden, W. O. ve Hunter, G. L. (2001). Consumers’ Need for Uniqueness: Scale Development and Validation. Journal of Consumer Research, 28, 50-66.
  • Tolay, E. (2003) Eğitimin Örgütsel Bağlılığa Etkileri. Yüksek Lisans Tezi, Dokuz Eylül Üniversitesi, İzmir.
  • Turkish Aviation Academy (2012). Akademimiz 30 Yaşında. THY Akademisi Dergisi, 4, 4-10.
  • Tutkun, Ö. F. (2003). Sınıfta Yerleşim Düzeni. Z. Kaya (Ed.), Sınıf Yönetimi içinde (ss. 131-154). Ankara: Pegem A Yayıncılık.
  • Tüzün, K. İ. (2005). General Overview of Training Effectiveness and Measurement Models. Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, 1, 144-156.
  • Ünlüönen, K. (2000). Turizm İşletmeciliği Öğretmenlik Programlarının Öğrenci Beklentileri Açısından Değerlendirilmesi. Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, 3, 85-105.
  • Valachis, I., Christou, E., Sigala, M. ve Maroudas, L. (2009). Developing Human Resources’ Skills and Knowledge in Tourism and Hospitality Industry Through the Determination of Quality of Training Programs. Tourism and Hospitality Management, 15 (1), 61-72.
  • Voss, R., Gruber, T. ve Szmigin, I. (2007). Service Quality in Higher Education: The Role of Student Expectations. Journal of Business Research, 60 (9), 949-959.
  • Watson, S. (2008). Conceptual Model for Analyzing Management Development in the Hospitality Industry: A UK Perspective. International Journal of Hospitality Management, 27 (3), 414-425.
  • Weaver, P. A., Park, K. ve Clemenz, C. E. (2005). A Validation Study of the Dimensions of Perceived Quality of Training in Instructor-Led Training Venues. Journal of Human Resources in Hospitality & Tourism, 4 (1), 47-59.
  • Williams, C. (1998). Is the SERVQUAL Model an Appropriate Management Tool for Measuring Service Delivery in the UK Leisure Industry?. Managing Leisure an International Journal, 3 (2), 98-110.
  • Wilson, F. R., Pan W. ve Schumsky, D. A. (2012). Recalculation of the Critical Values for Lawshe's Content Validity Ratio. Measurement and Evaluation in Counseling and Development, 45 (3), 197-210.
  • Wong, I. A. ve Fong, W. H. I. (2012). Development and Validation of the Casino Service Quality Scale: CASERV. International Journal of Hospitality Management, 31 (1), 209-217.
  • Woods, R. H. (1997). Human Resource Management. (3. Bs.). Michigan: Educational Institute of the American Hotel & Motel Association.
  • Yang, B., Wang, Y. ve Drewry, A. W. (2009). Does It Matter Where to Conduct Training? Accounting for Cultural Factors. Human Resource Management Review, 19 (4), 324-333.
  • Yeşiltaş, M., Öztürk, Y. ve Himmington, N. (2010). Tourism Education in Turkey and Implication for Human Resources. Anatolia: An International Journal of Tourism and Hospitality Research, 21 (1), 55-71.
  • Yıldırım, A. ve Şimşek, H. (2008). Sosyal Bilimlerde Nitel Araştırma Yöntemleri. (6. Bs.). Ankara: Seçkin Yayıncılık.
  • Yorke, M. (1999). Assuring Quality and Standarts in Globalised Higher Education. Quality Assurance in Education, 7 (1), 14-24.
  • Yuksel, A. ve Yuksel, F. (2001). Measurement and Management Issues in Customer Satisfaction Research: Review, Critique and Research Agenda: Part One. Journal of Travel & Tourism Marketing, 10 (4), 47-80.
  • Yurdugül, H. (2005). Ölçek Geliştirme Çalışmalarında Kapsam Geçerliği için Kapsam Geçerlik İndekslerinin Kullanılması. XIV. Ulusal Eğitim Bilimleri Kongresi: 28–30 Eylül – Denizli Bildiriler (ss. 1-6). Denizli: Pamukkale Üniversitesi Eğitim Fakültesi. 06 Ocak 2013 tarihinde http://yunus.hacettepe.edu.tr/~yurdugul/3/indir/PamukkaleBildiri.pdf adresinden erişildi.
  • Yüksel, A. (2009). Exterior Color and Perceived Retail Crowding: Effects on Tourists' Shopping Quality Inferences and Approach Behaviors. Journal of Quality Assurance in Hospitality & Tourism, 10(4), 233-254.
  • Yüksel, A. ve Yüksel, F. (2004). Turizmde Bilimsel Araştırma Yöntemleri. Ankara: Turhan Kitabevi.
  • Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 (3), 2-22.
  • Zhao, X., Zhan, J. ve Namasivayam, K. (2004). Factors Affecting Training Success in China. Journal of Human Resources in Hospitality & Tourism, 3(1), 89-105.

Determination of Perceived Quality Dimensions for Non-Formal Vocational Tourism Training

Year 2020, Volume: 23 Issue: 43, 485 - 525, 30.06.2020
https://doi.org/10.31795/baunsobed.712993

Abstract

The quality of training investments to be made by tourism enterprises to gain knowledge and skills for their employees is one of the issues that should not be ignored. The aim of this study is to determine perceived quality dimensions of non-formal vocational tourism training. For this purpose, scale development process was followed by using both qualitative and quantitative research techniques. The data of the study were obtained from 216 people who participated in reservation and ticketing trainings within the scope of commercial and ground services trainings considered as one of the non-formal vocational tourism trainings given by private institutions. As a result of the process, it was found that the perceived quality of non-formal vocational tourism training consists of eight dimensions with 68 items, namely “interaction”, “material”, “content and method”, “output”, “ambient conditions”, “purpose”, “spatial order” and “time”. In this direction, suggestions have been offered for researchers and practitioners.

References

  • Akar, İ. (2003). Öğrenci Davranışlarını Etkileyen Etmenler. Z. Kaya (Ed.), Sınıf Yönetimi içinde (ss. 19-42). Ankara: Pegem A Yayıncılık.
  • Alliger, G. M., Tannenbaum, S. I., Bennett, W., Traver, H. ve Shotland, A. (1997). A Meta Analysis of the Relations among Training Criteria. Personnel Psychology, 50 (2), 341-358.
  • Alves, H., Raposo, M. (2007). Conceptual Model of Student Satisfaction in Higher Education. Total Quality Management, 18 (5), 571-588.
  • Artino, A. R. (2008). Motivational Beliefs and Perceptions of Instructional quality: Predicting Satisfaction with Online Training. Journal of Computer Assisted Learning, 24, 260-270.
  • Assante, L. M., Huffman, L. ve Harp, S. S. (2007). Conceptualization of Quality Indicators for U.S. Based Four-Year Undergraduate Hospitality Management Programs. Journal of Teaching in Travel & Tourism, 7 (2), 51-71.
  • Babakus, E. ve Boller, G. W. (1992). An Emprical Assesment of the SERVQUAL Scale. Journal of Business Research, 24, 253-268.
  • Baldwin, T. T. ve Ford, J. K. (1988). Transfer of Training: A Review and Directions for Future Research. Personnel Psychology, 41 (1), 63-105.
  • Bartlett, R. K. (2001). The Relationship Between Training and Organizational Commitment: A Study in the Health Care Field. Human Resource Development Quarterly, 12 (4), 335-352.
  • Bartlett, R. K. ve Kang, S. D. (2004). Training and Organizational Commitment Among Nurses Following Industry and Organizational Change in New Zealand and United States. Human Resource Development International, 7 (4), 423-440.
  • Bearden, W. O., Netemeyer, R. G. ve Teel, J. E. (1989). Measurement of Consumer Susceptibility to Interpersonal Influence. Journal of Consumer Research, 15, 473-481.
  • Birdi, K., Allan, C. ve Warr, P. (1997). Correlates and Perceived Outcomes of Four Types of Employee Development Activity. Journal of Applied Psychology, 82 (6), 845-857.
  • Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surrounding on Customer and Employees. Journal of Marketing, 56, 57-71.
  • Borahan, N. G. ve Ziarati, R. (2002). Developing Quality Criteria for Application in Higher Education Sector in Turkey. Total Quality Management, 13 (7), 913-926.
  • Brady, M. K. ve Cronin, J. J. (2001). Some New Thought on Conceptualizing Perceived Service Quality: A Hierarchical Approach. The Journal of Marketing, 65 (3), 34-49.
  • Brown, S. W. ve Swartz, T. A. (1989). A Gap Analysis of Professional Service Quality. Journal of Marketing, 58, 92-98.
  • Bulut, C. ve Culha, O. (2010). The Effects of Organizational Training on Organizational Commitment. International Journal of Training and Development, 14 (4), 309-322.
  • Caro, L. M. ve Garcia, J. A. M. (2007). Measuring Perceived Service Quality in Urgent Transport Service. Journal of Retailing and Consumer Service, 14 (1), 60-72.
  • Caro, L. M. ve Garcia, J. A. M. (2008). Developing A Multidimensional and Hierarchical Service Quality Model For the Travel Agency Industry. Tourism Management, 29, 706-720.
  • Cassidy, M. F., Barthelme, K. A. C., Schimmel, B. J. ve Rodriguez, J. (1994). Understanding Quality in Training and Education Services. Performance Improvement Quertarly, 7 (4), 70-88.
  • Cassidy, M. F., Schimmel, B. J. ve Brady, K. A. C. (1993). Identifying Expectations for Service Quality in Training and Education Through Process Needs Assesment. Performance Improvement Quarterly, 6 (2), 3-16.
  • Chiang, C. F., Back, K. J. ve Canter, D. D. (2005). The Impact of Employee Training on Job Satisfaction and Intention to Stay in the Hotel Industry. Journal of Human Resources in Hospitality & Tourism, 4 (2), 99-118.
  • Chowdhary, N. ve Prakash, M. (2007). Prioritizing Service Quality Dimensions. Managing Service Quality, 17 (5), 493-509.
  • Churchill, G. A. (1979). A Paradigm for Developing Better Measures of Marketing Constructs. Journal of Marketing Research, 16 (1), 64-73.
  • Clemenz, C. E. (2001). Measuring Perceived Quality of Training in the Hospitality Industry. Doktora Tezi, Faculty of the Virginia Polytechnic Institute and State University, Virginia.
  • Clemenz, C. E. ve Weaver, P. A. (2003). Dimensions of Perceived Training Quality. Journal of Quality Assurance in Hospitality & Tourism, 4 (1), 47-70.
  • Clewes, D. (2003). A Student-Centred Conceptual Model of Service Quality in Higher Education. Quality in Higher Education, 9 (1), 69-85.
  • Coates, H. (2009). Building Quality Foundations: Indicators and Instruments to Measure the Quality of Vocational Education and Training. Journal of Vocational Education & Training, 61 (4), 517-534.
  • Colarelli, S. M. ve Montei, M. S. (1996). Some Contextual Influences on Training Utilization. Journal of Applied Behavioral Science, 32 (3), 306-322.
  • Colquitt, J. A. (2008). Two Decades of Organizational Justice: Findings, Controversies, and Future Directions. J. Barling ve C. L. Cooper (Ed.), The SAGE Handbook of Organizational Behavior, Volume I - Micro Approaches içinde (ss 73-88). London: Sage Publications.
  • Cronin, J. J. ve Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56 (3), 55-68.
  • Dabholker, P. A., Thorpe, D. I. ve Rentz, J. O. (1996). A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of the Academy of Marketing Science, 24 (1), 3-16.
  • Day, E. ve Castleberry, S. B. (1986). Defining and Evaluating Quality the Consumer’s View. Advances in Consumer Research, 13, 94-98.
  • Delamere, T. A., Wankel, L. M. ve Hinch, T. D. (2001). Development of A Scale to Measure Resident Attitudes toward the Social Impacts of Community Festivals, Part I: Item Generation and Purification of the Measure. Event Management, 7, 11-24.
  • Dermol, V. ve Čater, T. (2013). The Influence of Training and Training Transfer Factors on Organisational Learning and Performance. Personnel Review, 42 (3), 1-21.
  • Dessler, G. (2005). Human Resource Management. New Jersey: Prentice Hall.
  • Doherty, G. D. (1997). Quality, Standards, The Consumer Paradigm and Developments in Higher Education. Quality Assurance in Education, 5 (4), 239-248.
  • Dougles, J. ve Dougles A. (2006). Evaluating Teaching Quality. Quality in Higher Education, 12 (1), 3-13.
  • Duque, L. C. ve Weeks J. R. (2010). Towards a Model and Methodology for Assessing Student Learning Outcomes and Satisfaction. Quality Assurance in Education, 18 (2), 84-105.
  • Elangovan, A. R. ve Karakowsky, L. (1999). The Role of Trainee and Environmental Factors in Transfer of Training: An Exploratory Framework. Leadership & Organization Development Journal, 20 (5), 268-275.
  • Erdemir, E. (2007). İşe Almada Aday Odaklılık: Kavramsal Çerçeve ve Ölçek Geliştirme. Doktora Tezi, Anadolu Üniversitesi, Eskişehir.
  • Eroğlu, S. A., Machleit, K. ve Barr, T. F. (2005). Perceived Retail Crowding and Shopping Satisfaction: The Role of Shopping Values. Journal of Business Research, 58 (8), 1146-1153.
  • Garvin, D. A. (1984a). What Does ‘Product Quality’ Really Mean?. Sloan Management Review, 26 (1), 25-31.
  • Garvin, D. A. (1984b). Product Quality: An Important Strategic Weapon. Business Horizons, March-April, 40-43.
  • Garvin, D. A. (1987). Competing on the Eight Dimensions of Quality. Harvard Business Review, November-December, 101-109.
  • Ghobadian, A., Speller, S. ve Jones, M. (1994). Service Quality Concept and Models. International Journal of Quality & Reliability Management, 11 (9), 43-66.
  • Goldstein, I. L. (1980). Training and Organizational Psychology. Professional Psychology, 11 (3), 421-427.
  • Grönroos, C. (1984). A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18 (4), 36-44.
  • Gultek, M. M., Dodd, T. H. ve Guydosh, R. M. (2006). Attitudes Towards Wine-Service Training and Its Influence on Restaurant Wine Sales. International Journal of Hospitality Management, 25 (3), 432-436.
  • Gutman, J. (1982). A Means-End Chain Model Based on Consumer Categorization Processes. Journal of Marketing, 46, 60-72.
  • Gutman, J. ve Miaoulis, G. (2003). Communicating a Quality Position in Service Delivery: An Application in Higher Education. Managing Service Quality, 13 (2), 105-111.
  • Hacıoğlu, N., Kaşlı, M., Şahin, S. ve Tetik, N. (2008). Türkiye’de Turizm Eğitimi. (1. Bs.). Ankara: Detay Yayıncılık.
  • Hair, J. F., Babin, B. Money, A. H. ve Samouel, P. (2003). Essentials of Business Research Methods. Hoboken: John Wiley & Sons, Inc.
  • Hair, J. F., Black, W. C., Babin, B. J. ve Anderson, R. E. (2014). Multivariate Data Analysis: A Global Perspective (7. Bs.). Upper Saddle River, NJ: Prentice Hall.
  • Harris, K. J. ve Bonn, M. A. (2000). Training Techniques and Tools: Evidence from the Foodservice Industry. Journal of Hospitality & Tourism Research, 24, 320-335.
  • Harvey, L. ve Green, D. (1993). Defining Quality. Assessment and Evaluation in Higher Education, 18 (1), 9-34.
  • Hernandez, R. M. S., Tur, V. M., Peiro, J. M. ve Ramos, J. (2009). Testing a Hierarchical and Integrated Model of Quality in the Service Sector: Functional, Relational, and Tangible Dimensions. Total Quality Management, 20 (1), 1173-1188.
  • Hertzman, J. L. ve Stefanelli, J. M. (2008). Developing Quality Indicators for Associate Degree Culinary Arts Programs: A Survey of Educators and Industry Chefs. Journal of Quality Assurance in Hospitality & Tourism, 9 (2), 135-158.
  • Heung, V. C. S. ve Gu, T. (2012). Influence of Restaurant Atmospherics on Patron Satisfaction and Behavioral Intentions. International Journal of Hospitality Management, 31 (4), 1167-1177.
  • Hinkin, T. R. (1995). A Review of Scale Development Practices in the Study of Organizations. Journal of Management, 21 (5), 967-988.
  • Hinkin, T. R. (1998). A Brief Tutorial on Development of Measures for Use in Survey Questionnaires. Organizational Research Methods, 1 (1), 104-121.
  • Hinkin, T. R., Tracey, J. B. ve Enz, C. A. (1997). Scale Construction: Developing Reliable and Valid Measurement Instruments. Journal of Hospitality and Tourism Research, 21 (1), 100-120.
  • Horng, J. S., Teng, C. C. ve Baum, T. (2009). Evaluating the Quality of Undergraduate Hospitality, Tourism and Leisure Programmes. Journal of Hospitality, Leisure, Sport & Tourism Education, 8 (1), 37-54.
  • Kang, G. D. ve James, J. (2004). Service Quality Dimensions: An Examination of Grönross’s Service Quality Model. Managing Service Quality, 14 (4), 266-277.
  • Karasar, N. (1994). Bilimsel Araştırma Yöntemi: Kavramlar, İlkeler, Teknikler. (6. Bs.). Ankara: 3A Araştırma Eğitim Danışmanlık Ltd.
  • Kemenade, E. V., Pupius, M. ve Hardjono, T. W. (2008). More Value to Defining Quality. Quality in Higher Education, 14 (2), 175-185.
  • Kim, D. Y. ve Park, S. (2008). Customers’ Responses to Crowded Restaurant Environments: Cross-Cultural Differences Between American and Chinese. Journal of Hospitality & Leisure Marketing, 16 (1-2), 137-157.
  • Kirkpatrick, D. L. (1979). Techniques for Evaluating Training Programs. Training and Development Journal, 33 (6), 78-92.
  • Klenosky, D. B. (2002). The Pull of Tourism Destinations: A Means-End Investigation. Journal of Travel Research, 40 (4), 385-395.
  • Klenosky, D. B. Gengler, C. E. ve Mulvey, M. S. (1993). Understanding the Factors Influencing Ski Destination Choice: A Means and Analytic Approach. Journal of Leisure Research, 25 (4), 362-379.
  • Ko, Y. J. ve Pastore, D. L. (2005). A Hierarchical Model of Service Quality for the Recreational Sport Industry. Sport Marketing Querterly 14 (2), 84-97.
  • Korkmaz, İ. (2003). İstenmeyen Davranışların Önlenmesi. Zeki Kaya (Ed.), Sınıf Yönetimi (ss. 171-192). Ankara: Pegem A Yayıncılık.
  • Kreitner, R. ve Kinicki, A. (2004). Organizational Behavior (6. Baskı). USA: McGrawHill-Irwin.
  • Kuo, C. M., Chen, L. C. ve Lu, C. Y. (2011). Factorial Validation of Hospitality Service Attitude. International Journal of Hospitality Management, 31 (3), 944-951.
  • Lam, K. ve Zhao, X. (1998). An Application of Quality Function Deployment to Improve the Quality of Teaching. International Journal of Quality & Reliability Management, 15 (4), 389-413.
  • Lawshe, C. H. (1975). A Quantitative Approach to Content Validity. Personnel Psychology, 28 (4), 563-575.
  • Lee, S. H. ve Pershing, J. A. (2002). Dimensions and Design Criteria for Developing Training Reaction. Human Resource Development International, 5 (2), 175-197.
  • Lehtinen, U. ve Lehtinen, J. R. (1991). Two Approaches to Service Quality Dimensions. The Service Industries Journal, 11 (3), 287-303.
  • Lewis, B. R., Templeton, G. F. ve Byrd, T. A. (2005). A Methodology for Construct Development in MIS Research. European Journal of Information Systems, 14 (4), 388-400.
  • Li, R. Y. ve Kaye, M. (1998). A Case Study for Comparing Two Service Quality Measurement Approaches in the Context of Teaching in Higher Education. Quality in Higher Education, 4 (2), 103-113.
  • Lim, D. H. (2000). Training Design Factors Influencing Transfer of Training to the Workplace within an International Context. Journal of Vocational Education & Training, 52 (2), 243-258.
  • Lin, I. Y. ve Mattila, A. S. (2010). Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers’ Emotions and Satisfaction. Journal of Hospitality Marketing & Management, 19 (8), 819-841.
  • Liu, C. M. (2005). The Multidimensional and Hierarchical Structure of Perceived Quality and Customer Satisfaction. International Journal of Management, 22 (3), 426-435.
  • Mathieu, J. E., Tannenbaum, S. I. ve Salas, E. (1992). Influences of Individual and Situational Characteristics on Measures of Training Effectiveness. The Academy of Management Journal, 35 (4), 828-847.
  • Matsunaga, M. (2010). How to Factor-Analyze Your Data Right: Do’s, Don’ts, and How-To’s. International Journal of Psychological Research, 3 (1), 97-110.
  • Mayaka, M. ve King, B. (2002). A Quality Assessment of Education and for Kenya’s Tour Operating Sector. Current Issues in Tourism, 5 (2), 112-133.
  • Mersha, T. ve Adlakha, V. (1992). Attributes of Service Quality: The Consumers’ Perspective. International Journal of Service Industry Management, 3 (3), 34-45.
  • Noe, R. A. (1986). Trainees’ Attributes and Attitudes: Neglected Influences on Training Effectiveness. Academy of Management Review, 11 (4), 736-749.
  • Noe, R. A. (2010). Employee Training and Development. (5. Bs.). New York: McGraw Hill.
  • Noe, R. A. ve Schmitt, N. (1986). The Influence of Trainee Attitudes on Training Effectiveness: Test of a Model. Personnel Psychology, 39 (3), 497-523.
  • Nordhaug, O. (1989). Reward Functions of Personal Training. Human Relations, 42 (5), 373-388.
  • Nunnally, J. C. (1978). Psychometric Theory. (2. Bs). New York: McGraw-Hill.
  • Oh, H., Fiore, A. M. ve Jeoung, M. (2007). Measuring Experience Economy Concepts: Tourism Applications. Journal of Travel Research, 46 (2), 119-132.
  • Orhaner, E. ve Tunç A. (2003). Ticaret ve Turizm Eğitiminde Özel Öğretim Yöntemleri (2. Bs.). Ankara: Gazi Kitabevi.
  • Orpen, C. (1999). The Influence of the Training Environment on Trainee Motivation and Perceived Training Quality. International Journal of Training and Development, 3 (1), 34-43.
  • Özdoğan, O. N. & Çavuş, Ş. (2009). Türkiye’de Turizm Eğitiminin Yapısı ve Gelişimi. Ş. Çavuş, Z. Ege ve O. E. Çolakoğlu (Ed.), Türk Turizm Tarihi Yapısal ve Sektörel Gelişim içinde (ss. 221-253). Ankara: Detay Yayıncılık.
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49 (4), 41-50.
  • Parasuraman, A., Zeithaml, V. A. ve Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-37.
  • Pelit, E. ve Güçer, E. (2006). Turizm Alanında Öğretmenlik Eğitimi Alan Öğrencilerin Turizm İşletmelerinde Yaptıkları Stajları Değerlendirmeleri Üzerine Bir Araştırma. Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, 1, 139-168.
  • Popli, S. (2005). Ensuring Customer Delight: A Quality Approach to Excellence in Management Education. Quality in Higher Education, 11 (1), 17-24.
  • Quinn, A., Lemay, G., Larsen, P. ve Johnson, D. M. (2009). Service Quality in Higher Education. Total Quality Management, 20 (2), 139-152.
  • Reeves, C. A. ve Bednar, D. A. (1994). Defining Quality: Alternatives and Implications. Academy of Management Review, 19 (3), 419-445.
  • Rodriguez, C. M. ve Gregory, S. (2005). Qualitative Study of Transfer of Training of Student Employees in a Service Industry. Journal of Hospitality & Tourism Research, 29 (1), 42-66.
  • Ronen, S. ve Shenkar, O. (1985). Clustering Countries on Attitudinal Dimensions: A Review and Synthesis. Academy of Management Review, 10 (3), 435-454.
  • Ros, E. M. ve Sintes, F. O. (2012). Training Plans, Manager’s Characteristics and Innovation in Accommodation Industry. International Journal of Hospitality Management, 31 (3), 686-694.
  • Rust, R. T. ve Oliver, R, L. (1994). Service Quality: Insight and Managerial Implication from the Frontier. R. T. Rust ve R. L. Oliver (Ed.), Service Quality: New Directions in Theory and Practice içinde (s. 1-19). Thousand Oaks, CA: Sage.
  • Ryu, K. ve Jang, S. (2008). DINESCAPE: A Scale for Customers’ Perception of Dining Environments. Journal of Foodservice Business Research, 11 (1), 2-22.
  • Seth, N., Deshmukh, S. G. ve Vrat, P. (2005). Service Quality Models: A Review. International Journal of Quality & Reliability Management, 22 (9), 913-949.
  • Shetty, Y. K. (1987). Product Quality and Competitive Strategy. Business Horizons, May-June, 49-52.
  • Smith, F. G. (1993). The Meaning of Quality. Total Quality Management, 4(3), 235-244.
  • Sofo, F. (2007). Transfer of Training: A Case Study of Outsourced Training for Staff from Bhutan. International Journal of Training and Development, 11(2), 103-120.
  • Srikatanyoo, N ve Gnoth, J. (2005). Quality Dimensions in International Tertiary Education: A Thai Prospective Students’ Perspective. The Quality Management Journal, 12 (1), 30-40.
  • Sureshchandar, G. S., Rajendran, C., Kamalanabhan, T. J. (2001). Customer Perception of Service Quality: A Critique. Total Quality Management, 12 (1), 111-124.
  • Şencan, H. (2005). Sosyal ve Davranışsal Ölçümlerde Güvenilirlik ve Geçerlilik (1. Bs.). Ankara: Seçkin Yayıncılık.
  • Tam, M. (2001). Measuring Quality and Performance in Higher Education. Quality in Education, 7 (1), 47-54.
  • Tanova, C. ve Nadiri, H. (2005). Recruitment and Training Policies and Practices: The Case of Turkey as an EU Candidate. Journal of European Industrial Training, 29 (9), 694-711.
  • Taymoori, P., Moeini, B., Lubans, D. ve Bharami, M. (2012). Development and Psychometric Testing of the Adolescent Healthy Lifestyle Questionnaire. Journal of Education and Health Promotion, 1, 1-7.
  • Teng, C. C., Horng, J. S. ve Baum, T. (2013). Academic Perceptions of Quality and Quality Assurance in Undergraduate Hospitality, Tourism and Leisure Programmes: A Comparison of UK and Taiwanese Programmes. Jourmal of Hospitality, Leisure, Sport & Tourism Education, 13, 233-243.
  • Tian, K. T., Bearden, W. O. ve Hunter, G. L. (2001). Consumers’ Need for Uniqueness: Scale Development and Validation. Journal of Consumer Research, 28, 50-66.
  • Tolay, E. (2003) Eğitimin Örgütsel Bağlılığa Etkileri. Yüksek Lisans Tezi, Dokuz Eylül Üniversitesi, İzmir.
  • Turkish Aviation Academy (2012). Akademimiz 30 Yaşında. THY Akademisi Dergisi, 4, 4-10.
  • Tutkun, Ö. F. (2003). Sınıfta Yerleşim Düzeni. Z. Kaya (Ed.), Sınıf Yönetimi içinde (ss. 131-154). Ankara: Pegem A Yayıncılık.
  • Tüzün, K. İ. (2005). General Overview of Training Effectiveness and Measurement Models. Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, 1, 144-156.
  • Ünlüönen, K. (2000). Turizm İşletmeciliği Öğretmenlik Programlarının Öğrenci Beklentileri Açısından Değerlendirilmesi. Gazi Üniversitesi Ticaret ve Turizm Eğitim Fakültesi Dergisi, 3, 85-105.
  • Valachis, I., Christou, E., Sigala, M. ve Maroudas, L. (2009). Developing Human Resources’ Skills and Knowledge in Tourism and Hospitality Industry Through the Determination of Quality of Training Programs. Tourism and Hospitality Management, 15 (1), 61-72.
  • Voss, R., Gruber, T. ve Szmigin, I. (2007). Service Quality in Higher Education: The Role of Student Expectations. Journal of Business Research, 60 (9), 949-959.
  • Watson, S. (2008). Conceptual Model for Analyzing Management Development in the Hospitality Industry: A UK Perspective. International Journal of Hospitality Management, 27 (3), 414-425.
  • Weaver, P. A., Park, K. ve Clemenz, C. E. (2005). A Validation Study of the Dimensions of Perceived Quality of Training in Instructor-Led Training Venues. Journal of Human Resources in Hospitality & Tourism, 4 (1), 47-59.
  • Williams, C. (1998). Is the SERVQUAL Model an Appropriate Management Tool for Measuring Service Delivery in the UK Leisure Industry?. Managing Leisure an International Journal, 3 (2), 98-110.
  • Wilson, F. R., Pan W. ve Schumsky, D. A. (2012). Recalculation of the Critical Values for Lawshe's Content Validity Ratio. Measurement and Evaluation in Counseling and Development, 45 (3), 197-210.
  • Wong, I. A. ve Fong, W. H. I. (2012). Development and Validation of the Casino Service Quality Scale: CASERV. International Journal of Hospitality Management, 31 (1), 209-217.
  • Woods, R. H. (1997). Human Resource Management. (3. Bs.). Michigan: Educational Institute of the American Hotel & Motel Association.
  • Yang, B., Wang, Y. ve Drewry, A. W. (2009). Does It Matter Where to Conduct Training? Accounting for Cultural Factors. Human Resource Management Review, 19 (4), 324-333.
  • Yeşiltaş, M., Öztürk, Y. ve Himmington, N. (2010). Tourism Education in Turkey and Implication for Human Resources. Anatolia: An International Journal of Tourism and Hospitality Research, 21 (1), 55-71.
  • Yıldırım, A. ve Şimşek, H. (2008). Sosyal Bilimlerde Nitel Araştırma Yöntemleri. (6. Bs.). Ankara: Seçkin Yayıncılık.
  • Yorke, M. (1999). Assuring Quality and Standarts in Globalised Higher Education. Quality Assurance in Education, 7 (1), 14-24.
  • Yuksel, A. ve Yuksel, F. (2001). Measurement and Management Issues in Customer Satisfaction Research: Review, Critique and Research Agenda: Part One. Journal of Travel & Tourism Marketing, 10 (4), 47-80.
  • Yurdugül, H. (2005). Ölçek Geliştirme Çalışmalarında Kapsam Geçerliği için Kapsam Geçerlik İndekslerinin Kullanılması. XIV. Ulusal Eğitim Bilimleri Kongresi: 28–30 Eylül – Denizli Bildiriler (ss. 1-6). Denizli: Pamukkale Üniversitesi Eğitim Fakültesi. 06 Ocak 2013 tarihinde http://yunus.hacettepe.edu.tr/~yurdugul/3/indir/PamukkaleBildiri.pdf adresinden erişildi.
  • Yüksel, A. (2009). Exterior Color and Perceived Retail Crowding: Effects on Tourists' Shopping Quality Inferences and Approach Behaviors. Journal of Quality Assurance in Hospitality & Tourism, 10(4), 233-254.
  • Yüksel, A. ve Yüksel, F. (2004). Turizmde Bilimsel Araştırma Yöntemleri. Ankara: Turhan Kitabevi.
  • Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 (3), 2-22.
  • Zhao, X., Zhan, J. ve Namasivayam, K. (2004). Factors Affecting Training Success in China. Journal of Human Resources in Hospitality & Tourism, 3(1), 89-105.
There are 141 citations in total.

Details

Primary Language Turkish
Subjects Tourism (Other)
Journal Section Tourism
Authors

Osman Çulha 0000-0003-2024-4582

Publication Date June 30, 2020
Submission Date April 1, 2020
Acceptance Date June 4, 2020
Published in Issue Year 2020 Volume: 23 Issue: 43

Cite

APA Çulha, O. (2020). YAYGIN MESLEKİ TURİZM EĞİTİMİ İÇİN ALGILANAN KALİTE BOYUTLARININ BELİRLENMESİ. Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 23(43), 485-525. https://doi.org/10.31795/baunsobed.712993

Baun SOBED