Türkiye’de Yükseköğretim Kurumlarında Öğrenci Memnuniyeti: Eğitim Fakültesi Örneği

Öz

Bu çalışmada üniversiteye devam eden öğrencilerin aldıkları eğitim-öğretim, sınav süreçleri ve
destek hizmetlerine yönelik memnuniyetlerinin belirlenmesi amaçlanmıştır. Araştırmanın çalışma
grubu, Türkiye’de beş eğitim fakültesinin sekiz programında öğrenimlerine devam eden toplam 500
öğrenciden oluşmaktadır. Araştırmanın verileri araştırmacılar tarafından geliştirilen ve öğrencilerin
deneyimlerinden oluşan hikayelere dayalı olarak kritik olaylar üzerine odaklanılan veri toplama aracı
ile toplanmıştır. Öğrencilerden elde edilen veriler NVivo programı aracılığıyla içerik analizine tabi
tutulmuştur. Araştırma bulgularına göre eğitim fakültesi öğrencilerinin eğitim-öğretim, sınavlar ve
destek hizmetlerde memnuniyet durumlarında sırasıyla tutum, işlevsellik ve yeterlik temalarında yer
alan yaşantıların kritik olduğu belirlenmiştir. Ayrıca sosyalleşme, iletişim ve erişim temalarında yer
alan yaşantılar öğrencilerin bu hizmetlerden memnuniyet duymalarını sağlarken; yönetim, güvenlik
ve ödeme temalarında yer alan yaşantılar memnuniyetsizlik kaynakları olarak belirlenmiştir. Bu
sonuçlara göre yükseköğretim kurumlarının memnuniyet araştırmalarından elde edilen sonuçlara göre
politikalarını gözden geçirerek iyileştirme ve geliştirme faaliyetlerinde bulunmaları önerilmektedir.

Anahtar Kelimeler

• Öğrenciler,kritik olay tekniği,yükseköğretim,öğrenci memnuniyeti,fakülte,eğitim fakültesi

Student Satisfaction at Higher Education Institutions in Turkey: A Case of Faculty of Education

Abstract

This study aims to explore the satisfaction of students studying at university with the
education and learning, examination and support services they receive. The study group of the
research is comprised of 500 students in total studying in eight programs at five faculties of education
in Turkey. Research data was collected using a data collection instrument developed by the
researchers and focusing on the critical incidents based on student experiences. Data acquired from
the students was subjected to content analysis through NVivo program. According to the research
findings, student experiences in attitude, functionality and proficiency themes, respectively, were
found to be critical in their satisfaction with education-learning, exams, and support services. Also,
while experiences in socializing, communication and access themes enable students to feel satisfied
with these services, experiences in management, safety, and payment themes were found to be the
sources of dissatisfaction. According to these results, higher education institutions are recommended
to do improvement and development activities by reviewing their policies based on the results derived
from the satisfaction research.

Keywords

• Students,critical incident technique,higher education,student satisfaction,faculty,faculty of education

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