Yükseköğretimde Hizmet Kalitesi ve Öğrenci Memnuniyeti: Görsel Haritalama Tekniği ile Bibliyometrik Analiz

Öz

Yükseköğretimde hizmet kalitesi araştırmaları gelişen teknoloji, değişen çevre ve öğrenci profili nedeniyle sürekliliğini korumaya devam etmektedir. Öğrenci memnuniyeti, yükseköğretim kurumlarının en önemli hedeflerinden biri haline gelmiştir. Bu nedenle çalışma, dünya genelinde yükseköğretimde hizmet kalitesi ve öğrenci memnuniyetini bir arada değerlendiren araştırmalara görsel haritalama ve bibliyometrik analiz yöntemi ile bütüncül bir bakış açısı sunmayı amaçlamaktadır. Bu amaçla Web of Science veri tabanında 119 çalışma belirlenmiş ve VOSviewer programı ile analiz edilmiştir. Araştırma sonucunda çoğu Asya ülkelerinden ve eğitim araştırmaları kategorisinde olmak üzere 47 ülkeden bilim insanının çalışma yaptığı belirlenmiştir. Ayrıca çalışmaların çeşitli hizmet kalitesi ölçekleri kullanılarak anket yöntemiyle yürütüldüğü gözlemlenmiştir. Özellikle 2021 yılında yapılan araştırma sayısının toplam bilimsel üretimin yaklaşık %20’sini temsil ettiği, trendin devam etmesi halinde önümüzdeki yıllarda da artmaya devam edeceği söylenebilir.

Anahtar Kelimeler

• Hizmet pazarlaması
• hizmet kalitesi
• öğrenci memnuniyeti
• görsel haritalama
• bibliyometrik analiz

Service Quality and Student Satisfaction in Higher Education: Bibliometric Analysis with Visual Mapping Technique

Öz

Service quality research in higher education continues to maintain continuity due to developing technology, changing environments and student profiles. Therefore, student satisfaction has become one of the most important goals of higher education institutions. For this reason, the study aims to provide a holistic view of the research that evaluates service quality and student satisfaction in higher education worldwide with visual mapping and bibliometric analysis methods. For this purpose, 119 studies were identified in the Web of Science database and analyzed with the VOSviewer program. As a result, it was determined that scientists from 47 countries, mainly from Asian countries and in educational research, conducted a study. In addition, it has been observed that the studies were carried out by questionnaire method using various service quality scales. Therefore, it can be said that the number of studies carried out primarily in 2021 represents approximately 20% of the total scientific production. If the trend continues, it will increase in the coming years.

Anahtar Kelimeler

• Service marketing
• service quality
• student satisfaction
• visual mapping
• bibliometric analysis

Kaynakça

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