TY  - JOUR
T1  - Uzaktan Eğitimde Kalite İyileştirme Boyutlarının Değerlendirilmesi: SMART-AHP Tabanlı SERVQUAL Yaklaşımı
TT  - Evaluation Of Quality Improvement Dimensions In Distance Education: SMART-AHP Based SERVQUAL Approach
AU  - Pala, Osman
AU  - Aksaraylı, Mehmet
PY  - 2019
DA  - April
Y2  - 2019
DO  - 10.21121/eab.513557
JF  - Ege Academic Review
JO  - eab
PB  - Ege Üniversitesi
WT  - DergiPark
SN  - 1303-099X
SP  - 173
EP  - 187
VL  - 19
IS  - 2
LA  - tr
AB  - Son yıllarda,internetin ortaya çıkışı ve gelişmesi ile üniversitelerde uzaktan eğitimprogramları ve kurumları yaygınlaşmıştır. Rekabetin yoğun olduğu uzaktan eğitimalanında, kurumların verdiği hizmetin kalitesinin ölçülmesi, kurumların sürdürülebilirolması için gereklidir. Çalışmada, Dokuz Eylül Üniversitesi Uzaktan EğitimUygulama ve Araştırma Merkezi bünyesinde yer alan programlarda kayıtlı olan 261öğrenci ile anket yapılmıştır. Öğrencilerin aldıkları hizmetin kalitesine dairalgı ve beklentileri, uzaktan eğitime uyarlanmış SERVQUAL ölçeği ileölçülmüştür. SERVQUAL ölçeğinin ana kalite boyutları; Empati, Güven,Heveslilik, Güvenilirlik ve Web Sitesi İçeriği olarak ele alınmıştır. Kurumuzmanlarına, kalite boyutlarından hangisini iyileştirmenin kurum açısından eniyi sonucu vereceği SMART-AHP kullanılarak sorulmuş ve değerlendirmeler eldeedilmiştir. Son olarak ise literatürde ilk defa SERVQUAL ve SMART-AHP birliktekullanılarak, kurumun kalite boyutlarından hangisinde yapacağıiyileştirmenin, öğrencilerin algıladıkları hizmet kalitesini en çokarttıracağını, hizmeti veren ve alan bağlamında bütünleşik olarakdeğerlendirmek mümkün olmuştur. Çalışmanın, hizmet sunan karar vericilere kalite iyileştirme stratejilerinioluşturmada rehber olabileceği düşünülmekte ve hizmet veren ile alanı birlikteele alması nedeniyle gelecek çalışmalara yön vermesi beklenmektedir.
KW  - SERVQUAL
KW  - Uzaktan Eğitim
KW  - SMART-AHP
N2  - In recentyears, distanceeducation programs has become widespread in universities with the presence anddevelopment of internet. In distance learning sector where competition isintense, measuring the quality of education is indispensable for sustainabilityand viability of education programs. In the study, a survey is conducted with261 students who are enrolled in a program at Dokuz Eylül Üniversitesi UzaktanEğitim Uygulama ve Araştırma Merkezi. Perceptions and expectations of students aboutthe quality of service which they receive, is measured by SERVQUAL scale whichis adapted to distance learning. The main quality dimensions of SERVQUAL scale are; Empathy, Assurance, Responsiveness, Reliability and Website Content. Theinstitution's experts evaluated by SMART-AHP which dimension of quality must beimproved to achieve best result for the institution. Finally, SERVQUAL andSMART-AHP were used together for the first time in the literature to assesswhich of the quality dimensions of the institution will improve the quality ofservices that students perceive most. Thestudy is thought to be able to guide quality improvement strategies to servicedecision makers and is expected to direct future work due to its frameworkwhich is dealing with both service provider and receiver at the same time.
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UR  - https://doi.org/10.21121/eab.513557
L1  - https://dergipark.org.tr/tr/download/article-file/703515
ER  -