Service Quality, Students’ Satisfaction and Supportive Attitude in the Higher Education Institutions: Evidence from an Emerging Market

Dilek Penpece-demirer

doi:10.26466/opus.512605

EN TR

Service Quality, Students’ Satisfaction and Supportive Attitude in the Higher Education Institutions: Evidence from an Emerging Market

Abstract

The higher education sector has been growing steadily in all over the world. Similar improvements are experienced in Turkey. Growing number of higher education institutions cause growing competition. Thus these institutions are in need of developing their service quality level and satisfying the students. Higher education institutions need support from their students. Supportive attitudes of students may make a big contribution to these institutions. Thus it is significant for higher education institutions to create students’ supportive attitudes. The aim of the study is to investigate the higher education institutions’ service quality and its impact on student’s satisfaction and supportive attitude in Turkey, as an emerging market. A total of 610 students in two universities in Adana, Turkey attended to present study. Descriptive analysis was done at the first stage, reliability analysis at the second stage as well. Confirmatory Factor Analysis was then employed. Finally Structural Equation Modelling was applied to examine the hypothesized model. It is concluded that service quality has a significant and positive effect on students' satisfaction and indirectly on students' supportive attitude through the students’ satisfaction path.

Keywords

Higher education institutions,Service quality,Student satisfaction,Supportive attitude,Higher education marketing

Yükseköğretim Kurumlarında Hizmet Kalitesi, Öğrencilerin Memnuniyeti ve Destekleyici Tutum: Gelişmekte Olan Bir Pazar Örneği

Öz

Yükseköğretim sektörü tüm dünyada istikrarlı bir şekilde büyümektedir. Türkiye'de de benzer gelişmeler yaşanmaktadır. Artan sayıda yükseköğretim kurumu, rekabetin de artmasına neden olmaktadır. Bu nedenle, bu kurumların hizmet kalitesi seviyelerini geliştirmeye ve öğrencilerini tatmin etmeye ihtiyaçları vardır. Ayrıca yükseköğretim kurumlarının öğrencileri tarafından desteklenmeleri gerekir. Öğrencilerin destekleyici tutumları bu kurumlara büyük katkı sağlayabilir. Bu nedenle, yükseköğretim kurumlarının öğrencilerin destekleyici tutumlarını oluşturması önemlidir. Dolayısıyla çalışmanın amacı, yükselen bir pazar olarak Türkiye'deki, yükseköğretim kurumlarının hizmet kalitesini ve onun öğrenci memnuniyeti ve destekleyici tutum üzerindeki etkisini araştırmaktır. Çalışmaya Adana’daki iki üniversiteden toplam 610 öğrenci katıldı. Öncelikle tanımlayıcı istatistikler, ikinci aşamada da güvenilirlik analizi yapılmıştır. Daha sonra Doğrulayıcı Faktör Analizi kullanılmıştır. Son olarak, hipotez testleri için Yapısal Eşitlik Modellemesi uygulanmıştır. Hizmet kalitesinin, öğrencilerin memnuniyeti üzerine doğrudan ve öğrencilerin memnuniyeti vasıtasıyla onların destekleyici tutumları üzerinde dolaylı olarak önemli ve olumlu bir etkisi olduğu sonucuna varılmıştır.

Anahtar Kelimeler

Yükseköğretim kurumları,Hizmet kalitesi,Öğrenci memnuniyeti,Destekleyici tutum,Yükseköğretim pazarlaması

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Details

Primary Language

English

Subjects

-

Journal Section

Research Article

Authors

Dilek Penpece-demirer ^*
0000-0003-4493-625X
Türkiye

Publication Date

March 31, 2019

Submission Date

January 14, 2019

Acceptance Date

February 1, 2019

Published in Issue

Year 2019 Volume: 10 Number: 17

DOI

https://doi.org/10.26466/opus.512605

IZ

https://izlik.org/JA58AX45GE

APA

Penpece-demirer, D. (2019). Service Quality, Students’ Satisfaction and Supportive Attitude in the Higher Education Institutions: Evidence from an Emerging Market. OPUS International Journal of Society Researches, 10(17), 308-331. https://doi.org/10.26466/opus.512605

Service Quality, Students’ Satisfaction and Supportive Attitude in the Higher Education Institutions: Evidence from an Emerging Market

Abstract

Keywords

Yükseköğretim Kurumlarında Hizmet Kalitesi, Öğrencilerin Memnuniyeti ve Destekleyici Tutum: Gelişmekte Olan Bir Pazar Örneği

Öz

Anahtar Kelimeler

References

Details

Primary Language

Subjects

Journal Section

Authors

Publication Date

Submission Date

Acceptance Date

Published in Issue

DOI

IZ

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