Does the Employee Perception of Organizational Justice in the Education Sector Affect the Satisfaction of Service Recipients?

Yıl 2025, Cilt: 35 Sayı: 3, 1209 - 1221, 23.09.2025

Mete Yilmaz , Senay Yürür , Hakan Baltacı

https://doi.org/10.18069/firatsbed.1608498

Öz

The subject of this research is whether the perceptions of employees towards the organization affect service recipients in enterprises within the service sector. In this context, the study examines the impact of organizational justice perceptions on the satisfaction of service recipients. In other words, this study examines whether the attitudinal and behavioral consequences of treating employees fairly or unfairly are reflected not only on the manager or organization that is seen as the source of this behavior, but also on the customers who are the recipients of the service. For this purpose, a study was conducted on 62 teaching staff and 147 students who were receiving courses or consultancy services from relevant academic staff in the education sector, which is one of the important sub-branches of the service sector. The research data were collected by face-to-face survey method. The findings of the study show that teachers' perceptions of procedural justice positively affect students' satisfaction, while teachers' perceptions of distributive justice and interactional justice do not have an impact on students' satisfaction. As a result, it’s observed that the satisfaction levels of students who receive services from teaching staff who perceive the procedures and processes in their organizations as fair are higher.

Anahtar Kelimeler

Organizational Justice , Service Recipient , Satisfaction of Service Recipient

Eğitim Sektöründe Çalışanların Örgütsel Adalet Algıları Hizmet Alıcıların Memnuniyetini Etkiler Mi?

Öz

Bu araştırmanın konusu, hizmet sektöründe yer alan işletmelerde, çalışanların örgüte yönelik algılarının hizmet alıcılarını etkileyip etkilemediğidir. Bu doğrultuda çalışmada örgütsel adalet algılarının hizmet alıcılarının memnuniyetine olan etkisi incelenmektedir. Bir başka ifade ile bu çalışmada çalışanlara adil ya da adaletsiz davranılmasının çalışanda oluşturabileceği tutumsal ve davranışsal sonuçlarının, sadece bu davranışın kaynağı olarak görülen yöneticisi ya da örgütlerine karşı değil, hizmet alıcı olan müşterilere de yansıyıp yansımadığı incelenmektedir. Bu amaçla hizmet sektörünün önemli alt dallarından biri olan eğitim sektöründe, 62 öğretim elemanı ve ilgili öğretim elemanlarından ders ya da danışmanlık hizmeti almakta olan 147 öğrenci üzerinde bir araştırma yürütülmüştür. Araştırma verileri yüz yüze anket yöntemi ile toplanmıştır. Çalışmanın bulguları öğretim elemanlarının prosedür adaleti algılarının öğrencilerin memnuniyetini pozitif yönde etkilediğini gösterirken öğretim elemanlarının dağıtım adaleti ve etkileşim adaleti algılarının ise onlardan ders ya da danışmanlık hizmeti alan öğrencilerin memnuniyetine bir etkisi olmadığını göstermektedir. Sonuç olarak örgütlerindeki prosedürleri ve süreçleri adil olarak algılayan öğretim elemanlarından hizmet alan öğrencilerin memnuniyet düzeylerinin daha yüksek olduğu görülmektedir.

Anahtar Kelimeler

Örgütsel Adalet , Hizmet Alıcısı , Hizmet Alıcıların Memnuniyeti

Kaynakça

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