Mesleki Eğitimde Algılanan Hizmet Kalitesinin Akademik Motivasyon Üzerindeki Etkisi

Year 2026, Volume: 40 Issue: 2 , 247 - 257 , 31.03.2026

Betül Buladi Çubukcu

https://doi.org/10.16951/trendbusecon.1695941

https://izlik.org/JA77WH68TZ

Abstract

Hizmet kalitesi, bir işletmenin sunduğu hizmetlerin müşteri beklentilerini karşılama derecesini ve memnuniyet düzeyini gösteren ölçüt olarak değerlendirilebilir. Eğitimde hizmet kalitesi öğrenci merkezli empati, fiziksel imkânlar ve idari süreçleri kapsayan bütüncül bir kurumsal özellik olarak ele alınmaktadır. Mesleki eğitimde akademik motivasyon ise öğrencilerin eğitim süreçlerine aktif katılım göstermeleri, öğrenme süreçlerine daha fazla ilgi duymaları ve mesleki beceriler kazanma hedeflerine ulaşmaları açısından öneme sahiptir. Bu çalışmada, mesleki eğitimde sunulan hizmet kalitesinin öğrencilerin akademik motivasyonu üzerindeki etkisi çoklu regresyon analizi kullanılarak incelenmiştir. Araştırma, Türkiye’de bir devlet üniversitesinde sosyal bilimler alanında yüz yüze mesleki eğitim alan 426 öğrenciyle yürütülmüştür. SPSS ile yapılan çoklu regresyon analiz sonucuna göre hizmet kalitesinin akademik motivasyona etkisi varyansının anlamlı bir kısmını açıkladığı ( p < 0,05; R2 = 0,375) sonucuna ulaşılmıştır. Özellikle akademik hizmetler alt boyutunun etkisi diğer boyutlardan daha yüksek bulunmuştur (β = 0,343, p < 0,001). Sonuçlar, mesleki eğitim kurumlarında hizmet kalitesini yükseltmeye yönelik stratejilerin öğrenci motivasyonunu ve dolayısıyla akademik başarıyı destekleyeceğini ortaya koymaktadır. Bulgular kurum yöneticilerine, eğitim tasarımcılarına ve politika yapıcılarına hizmet kalitesini iyileştirmeye yönelik kanıta dayalı öneriler sunmaktadır. Çalışma, belirli bir üniversitede yüz yüze eğitim alan sosyal bilimler öğrencileriyle ve kesitsel, nicel bir araştırma deseniyle yürütüldüğünden, bulgular farklı üniversiteler, disiplinler veya eğitim modellerine genellenemez. Gelecekteki araştırmaların farklı örneklemler, boylamsal veya karma yöntem desenleri ve ek değişkenlerle modeli genişleterek derinleştirmesi önerilmektedir.

Keywords

Hizmet kalitesi , Akademik motivasyon , Mesleki eğitim , Hizmet pazarlaması

Ethical Statement

Çalışma için etik kurul izni Atatürk Üniversitesi Sosyal ve Beşerî Bilimler Etik Kurul Başkanlığı’ndan 26.12.2024 tarihinde 348 karar no ile alınmıştır.

Thanks

Bu makale “I. International Symposium Education, Employment and Professional Ethics in Social Sciences - Bassed Professions: New Opportunities and Approaches” isimli sempozyumda sözlü bildiri olarak sunulmuştur.

The Effect Of Perceived Service Quality on Academic Motivation In Vocational Education

https://izlik.org/JA77WH68TZ

Abstract

Service quality can be defined as a measure of how well the services provided by an institution meet customer expectations and ensure satisfaction. In the context of education, service quality is considered a comprehensive institutional feature encompassing student-centered empathy, physical facilities, and administrative processes. Academic motivation in vocational education is of critical importance, as it reflects students’ active participation in educational processes, heightened interest in learning, and their drive to achieve professional competencies. This study investigates the impact of service quality on students’ academic motivation in vocational education through multiple regression analysis. The research was conducted with 426 students enrolled in face-to-face vocational programs in the field of social sciences at a public university in Turkey. The results of the multiple regression analysis performed using SPSS revealed that service quality significantly explains a meaningful portion of the variance in academic motivation (p < .05; R² = 0.375). Among the service quality dimensions, academic services were found to have the strongest effect (β = .343, p < .001). The findings indicate that strategies aimed at enhancing service quality in vocational education institutions can support student motivation and, consequently, academic achievement. These results provide evidence-based recommendations for institutional administrators, curriculum designers, and policymakers seeking to improve service quality in vocational education. Since the study was conducted with social sciences students receiving face-to-face education at a specific university using a cross-sectional and quantitative research design, the findings cannot be generalized to other universities, disciplines, or educational models; future research is recommended to expand and deepen the model by employing different samples, longitudinal or mixed-method designs, and additional variables.

Keywords

Service quality , Academic motivation , Vocational education , Service marketing

Ethical Statement

Ethical approval for the study was obtained from the Atatürk University Faculty of Social and Human Sciences Ethics Committee on December 26, 2024, with decision number 348.

Thanks

This article was presented as an oral presentation at the “I. International Symposium Education, Employment and Professional Ethics in Social Sciences - Based Professions: New Opportunities and Approaches”.

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