A Research to Determine the Service Quality Levels of Turkish Universities in the COVID-19 Pandemic Process

Year 2021, Volume: 18 Issue: 43, 6507 - 6529, 07.11.2021

Alpaslan Alpaslanoğlu

https://doi.org/10.26466/opus.944561

Abstract

In the study conducted during the COVID-19 Pandemic period, it is thought that the study may be an important touchstone with the thought that the effect of the pandemic period on service perception may be inevitable. On the other hand, the lack of studies to determine the quality of university service in a non-singular and inclusive nature in the literature and the consideration of the COVID-19 Pandemic period are other important issues. The research was carried out to determine the service quality of Turkish Universities with 494 participants who are studying or graduated from State or Foundation Universities, and it was carried out to obtain inductive findings with primary type data and quantitative methods. Service quality was measured with the SERVQUAL method and scale, which is one of the most important and accepted scales used for this purpose, and the findings were reached and concluded with statistical analysis. According to the findings of the research, it was observed that both State and Foundation Universities were not able to create satisfaction in all 22 subjects specified on the SERVQUAL scale during the COVID-19 Pandemic period. The highest issues of dissatisfaction; It has been observed that it is related to "lack of technological equipment", "trust in education services" and "the quality and quantity of employees". While the issue of “trust in educational services” is the biggest dissatisfaction issue for Foundation Universities, it has been found that “lack of technological equipment” is for State Universities. "Assurance", "Reliability" and "Empathy" factors were observed as the parameters that created the most dissatisfaction. In order to use the SERVQUAL scale used in the study, permission to use was obtained from the copyright owners and the permission of the Ethics committee was requested.

Keywords

University Service Quality, Turkish Universities Service Quality, University Educa-tion Services State, State And Foundation University Education Services Quality, University Service Quality Measurement With SERVQUAL Scale

COVID-19 Pandemi Sürecinde, Türk Üniversitelerinin Hizmet Kalite Düzeylerini Belirlemeye Yönelik Bir Araştırma

Abstract

COVID-19 Pandemi döneminde yapılan araştırmada, Pandemi döneminin hizmet algısına etkisinin kaçınılmaz olabileceği düşüncesi ile çalışmanın önemli bir mihenk taşı olabileceği düşünülmektedir. Öte yandan literatürde tekil olmayan, kapsayıcı nitelikte üniversite hizmet kalitesini belirlemeye yönelik araştırmaların olmayışı, COVID-19 Pandemi döneminin dikkate alınması da diğer önemli görülebilecek hususlardandır. Araştırma, Devlet veya Vakıf Üniversitelerinde okuyan ya da mezunu olan 494 katılımcı ile Türk Üniversitelerinin hizmet kalitelerini belirlemeye yönelik olarak yapılmış, birincil tür verilerle ve kantitatif yönetemlerle tümevarımsal bulguları elde etmek üzere gerçekleştirilmiştir. Hizmet kalitesi, bu maksatla kullanılan en önemli ve kabul gören ölçeklerden birisi olan SERVQUAL yöntemi ve ölçeği ile ölçümlenmiş, istatistik analizlerle bulgulara erişilmiş ve sonuçlandırılmıştır. Araştırma bulgularına göre, hem Devlet hem de Vakıf Üniversitelerinin, COVID-19 Pandemi döneminde SERVQUAL ölçeğinde belirtilen 22 adet konunun tamamında memnuniyet oluşturamadıkları gözlemlenmiştir. En yüksek memnuniyetsizlik konularının; “teknolojik donanım eksikliği”, “eğitim hizmetlerine duyulan güven” ile “çalışanların nitelik ve nicelikleri” ile ilgili olduğu gözlemlenmiştir. Vakıf Üniversiteleri için “eğitim hizmetlerine duyulan güven” konusu en büyük memnuniyetsizlik konusu iken Devlet Üniversiteleri için “teknolojik donanım eksikliği” olduğu bulgulanmıştır. “Güvence”, “Güvenirlik” ve “Empati” faktörleri en fazla memnuniyetsizlik oluşturan parametreler olarak gözlemlenmişlerdir. Araştırmada kullanılan SERVQUAL ölçeğinin kullanılabilmesi için telif hakkı sahiplerinden kullanım izni alınmış ve Etik kurul uygunluğu alınmıştır.

Keywords

Üniversite Hizmet Kalitesi, Türk Üniversiteleri Hizmet Kalitesi, Üniversite Eğitim Hizmetleri Halitesi, Devlet Ve Vakıf Üniversite Eğitim Hizmetleri Kalitesi, SERVQUAL Ölçeği Ile Üniversite Hizmet Kalitesi Ölçümü

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