Hizmet Kalitesinin öğrenci memnuniyeti üzerindeki etkisi : Bitlis Eren Üniversitesi örneği
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Date
2014
Authors
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Publisher
M. Salih Aygün
Abstract
Bu çalışmanın amacı Bitlis Eren Üniversitesi’nde öğrenim gören öğrencilerin üniversitenin sunduğu hizmetten memnuniyet derecelerini tespit etmektir. Bu amaçla öğrencilere anket çalışması yapılmıştır.
Anketler SPSS 17 paket programı ile analiz edilmiştir. Çalışmada güvenilirlik analizi korelasyon analizi, tek yönlü Anova testi, tanımlayıcı istatistikler, faktör analizi gibi analizler kullanılmıştır.
Araştırma sonucunda öğrencilerin üniversitenin imkânları ve hizmetin kalitesini yeterli bulmadıkları tespit edilmiştir. Öğrencilerin kişilik özellikleri ve yaşam şartları hizmet kalitesi algılarını etkilememektedir. Çalışma Sonucunda Bitlis Eren Üniversitesi’nin hizmet kalitesinin yeterli olmadığı tespit edilmiştir.
The aim of this study is that identify degrees of satisfaction of students who are studying in Bitlis Eren Universty from services that provided by university. For this purpose, a survey was made to students. Data were analyzed with SPSS 17 software package. Analyzes such as factor analysis , reliability analysis, correlation analysis, one-way ANOVA test, descriptive statistics was used in study. In result of research, the university's opportunities and services quality has been found to be not adequate for students. Students' personality characteristics and living conditions do not affect their service quality perceptions. Service quality of Bitlis Eren University in the result of study were found to be insufficient.
The aim of this study is that identify degrees of satisfaction of students who are studying in Bitlis Eren Universty from services that provided by university. For this purpose, a survey was made to students. Data were analyzed with SPSS 17 software package. Analyzes such as factor analysis , reliability analysis, correlation analysis, one-way ANOVA test, descriptive statistics was used in study. In result of research, the university's opportunities and services quality has been found to be not adequate for students. Students' personality characteristics and living conditions do not affect their service quality perceptions. Service quality of Bitlis Eren University in the result of study were found to be insufficient.
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Keywords
Hizmet Kalitesi, Kalite, Öğrenci Memnuniyeti, Bitlis Eren Üniversitesi., Quality of Service, Quality, Student Satisfaction, Bitlis Eren University.