Üniversite Öğrencilerinin Kalite Algıları İle Memnuniyet ve Tavsiye Etme Düzeyleri Arasındaki İlişkiyi Belirlemeye Yönelik Bir Araştırma

Yıl 2013, Cilt: 10 Sayı: 2, 82 - 94, 01.12.2013

Yunus TOPSAKAL Fatma Nur İPLİK

Öz

gözlemlenmektedir. Bu artışla beraber yükseköğretim kurumları arasında rekabet artmaya başlamıştır. Rekabette önde olmak için üniversiteler kalitelerini çeşitli yollarla arttırmaya başlamıştır. Bu araştırmada turizm öğrencilerinin hizmet kalitesi algıları, memnuniyetleri ve tavsiye etme niyetleri ölçülmüştür. Ayrıca memnuniyet ve tavsiyenin kalite ile ilişkisinin ortaya çıkarılması amaçlanmıştır. Bu amaç için ülkemizdeki önde gelen bir üniversitenin Turizm Fakültesi seçilmiş ve son sınıf öğrencilerine literatür taraması sonucu elde edilen anket formu uygulanmıştır. Analiz sonucunda elde edilen bulgulara göre öğrencilerin memnuniyeti ve tavsiye etme niyeti ile algılanan kalite arasında anlamlı ilişki bulunmaktadır. Ayrıca öğrencilerin kalitenin ‘idari personel’, ‘uluslararasılaşma’ ve ‘memnuniyet’ boyutlarına ilişkin algıları cinsiyete göre farklılık göstermektedir

Anahtar Kelimeler

Algılanan Hizmet Kalitesi, Memnuniyet, Tavsiye Etme

A Research on Determining the Relationship Between Quality Perceptions of University Students with the Level of Satisfaction and Recommendation

Öz

A significant increase in the number of universities has been observed in recent times in Turkey. In the direction of this situation, no longer the competition among higher education institutions began to emerge. Universities began to improve their quality in various ways to gain competitive advantages. The aim of this paper is measuring the students perceived service quality, satisfaction and recommendation. This paper was intended to reveal the relationship between satisfaction and recommendationwith perceived quality. To this end, a leading tourism faculty was chosen to employ questionnare. The prepared questionnare was employed only senior students. The results showed that there is a significant relationship between satisfaction and recommendation with perceived quality

Anahtar Kelimeler

Service Quality, Satisfaction, Recommendation, University Students

Kaynakça

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