Uzaktan Eğitimde Kalite İyileştirme Boyutlarının Değerlendirilmesi: SMART-AHP Tabanlı SERVQUAL Yaklaşımı

Abstract

Son yıllarda, internetin ortaya çıkışı ve gelişmesi ile üniversitelerde uzaktan eğitim programları ve kurumları yaygınlaşmıştır. Rekabetin yoğun olduğu uzaktan eğitim alanında, kurumların verdiği hizmetin kalitesinin ölçülmesi, kurumların sürdürülebilir olması için gereklidir. Çalışmada, Dokuz Eylül Üniversitesi Uzaktan Eğitim Uygulama ve Araştırma Merkezi bünyesinde yer alan programlarda kayıtlı olan 261 öğrenci ile anket yapılmıştır. Öğrencilerin aldıkları hizmetin kalitesine dair algı ve beklentileri, uzaktan eğitime uyarlanmış SERVQUAL ölçeği ile ölçülmüştür. SERVQUAL ölçeğinin ana kalite boyutları; Empati, Güven, Heveslilik, Güvenilirlik ve Web Sitesi İçeriği olarak ele alınmıştır. Kurum uzmanlarına, kalite boyutlarından hangisini iyileştirmenin kurum açısından en iyi sonucu vereceği SMART-AHP kullanılarak sorulmuş ve değerlendirmeler elde edilmiştir. Son olarak ise literatürde ilk defa SERVQUAL ve SMART-AHP birlikte kullanılarak, kurumun kalite boyutlarından hangisinde yapacağı iyileştirmenin, öğrencilerin algıladıkları hizmet kalitesini en çok arttıracağını, hizmeti veren ve alan bağlamında bütünleşik olarak değerlendirmek mümkün olmuştur. Çalışmanın, hizmet sunan karar vericilere kalite iyileştirme stratejilerini oluşturmada rehber olabileceği düşünülmekte ve hizmet veren ile alanı birlikte ele alması nedeniyle gelecek çalışmalara yön vermesi beklenmektedir. 

Keywords

• SERVQUAL,Uzaktan Eğitim,SMART-AHP

Evaluation Of Quality Improvement Dimensions In Distance Education: SMART-AHP Based SERVQUAL Approach

Abstract

In recent years, distance education programs has become widespread in universities with the presence and development of internet. In distance learning sector where competition is intense, measuring the quality of education is indispensable for sustainability and viability of education programs. In the study, a survey is conducted with 261 students who are enrolled in a program at Dokuz Eylül Üniversitesi Uzaktan Eğitim Uygulama ve Araştırma Merkezi. Perceptions and expectations of students about the quality of service which they receive, is measured by SERVQUAL scale which is adapted to distance learning. The main quality dimensions of SERVQUAL scale are; Empathy, Assurance, Responsiveness, Reliability and Website Content. The institution's experts evaluated by SMART-AHP which dimension of quality must be improved to achieve best result for the institution. Finally, SERVQUAL and SMART-AHP were used together for the first time in the literature to assess which of the quality dimensions of the institution will improve the quality of services that students perceive most. The study is thought to be able to guide quality improvement strategies to service decision makers and is expected to direct future work due to its framework which is dealing with both service provider and receiver at the same time.

Keywords

• SERVQUAL,Distance Learning,SMART-AHP

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