Satisfaction Concept in Higher Education Institutions: A Theoretical Compilation

Yıl 2018, Cilt: 7 Sayı: 3, 1582 - 1591, 30.09.2018

Cenk Arsun Yüksel , İlknur Bilgen , Hava Yaşbay Kobal

https://doi.org/10.15869/itobiad.405334

Cited By: 2

Öz

Purpose
of this study is to examine the satisfaction concept and the concepts related
to satisfaction comprehensively. In order to realize this purpose,
determination of stakeholders of the higher education institutions, revealing
the factors affecting satisfaction and proving the adoptability of customer
satisfaction, service quality, corporate image, corporate reputation and
stakeholder-based concepts, which take place in different research areas to
higher education institutions due to the national and international literature,
is aimed. These main problems are questioned in the study; which subjects to be
worked so as to improve the satisfaction in higher education institutions would
be useful, which principles can higher education institutions with lower
satisfaction hold up as an example, how to eliminate the negative effects of
unconvertible exogenous variables on satisfaction. Due to these questions,
suggestions will be made for higher education institution managers and further
research.                        

Anahtar Kelimeler

Satisfaction, Customer Satisfaction, Higher Education Institutions, Stakeholder Baed Concept, Customer Orientation

Yükseköğretim Kurumlarında Memnuniyet Kavramı: Kuramsal Bir Derleme

Öz

Bu çalışmanın amacı,
memnuniyet kavramının ve bu kavramla ilişkili faktörlerin yükseköğretim
kurumları bakımından kapsamlı biçimde irdelenmesidir. Bu amacı
gerçekleştirebilmek üzere yükseköğretim kurumlarının paydaşlarının
belirlenmesi, memnuniyete etki eden faktörlerin ortaya konması ve farklı bilim
dallarında araştırma konusu olan müşteri memnuniyeti, hizmet kalitesi, kurumsal
imaj, kurumsal itibar ve paydaş kavramlarının yükseköğretim kurumlarına
uyarlanabilir oluşunun ilgili ulusal ve uluslararası yazına dayanılarak ispat
edilmesi hedeflenmektedir. Çalışmanın cevap aradığı temel sorular şunlardır:
Yükseköğretim kurumlarında memnuniyeti artırmak üzere hangi konulara eğilmek
faydalı olabilir? Memnuniyet düzeyi düşük olan yükseköğretim kurumlarının örnek
alabileceği unsurlar nelerdir? Memnuniyet üzerindeki müdahale edilemeyen dışsal
faktörlerin olumsuz etkileri nasıl bertaraf edilebilir? Çalışmada elde edilen
bilgiler doğrultusunda, yükseköğretim kurumlarında öğrencilerin yanı sıra, tüm
paydaşların beklenti ve memnuniyet düzeylerinin dikkate alınması, yükseköğretim
kurumu yöneticilerinin bilgi, deneyim ve talep paylaşımına açık olmaları ve
stratejik kararlarda tüm paydaş gruplarının gözetilmesi önerilmektedir.

Anahtar Kelimeler

Memnuniyet, Müşteri Memnuniyeti, Yükseköğretim Kurumları, Paydaş Odaklı Yaklaşım, Müşteri Odaklılık

Kaynakça

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