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Avrasya Ekonometri �statistik ve Ampirik Ekonomi DergisiYl:2018 Say: 11 Alan: Nicel Karar Yntemleri

Mustafa Cneyt apclar, Nevriziye Tuncay, Seluk Bal, Ahmet Bykalvarc
ETM HZMET PAZARLAMASININ RENCLERN MEMNUNYET DZEYNE ETKS: NECMETTN ERBAKAN NVERSTES TURZM FAKLTES ZERNE BR NCELEME
 
rencilerin beklentilerinin karland veya ald durumlarda ortaya kan renci memnuniyeti, bir rencinin eitim deneyiminin deerlendirilmesinden kaynaklanan ksa sreli tutumudur. rencilerin memnuniyet dzeyini etkileyen faktrlerin belirlenmesi sonucunda, niversitelerin yapaca dzenlemeler iin nemli bir kaynak olmas nedeniyle bu almada eitim hizmeti pazarlamasnn memnuniyet dzeyine etkisi aratrlmaktadr. renci memnuniyetine odaklanan almalar, niversite ynetimlerine rencilerle baarl, uzun vadeli ilikiler kurmay ve srdrmeyi kolaylatrmak iin yardmc olmaktadr. Bu dorultuda, tketicilerin sunulan hizmetlerle ilgili beklenti ve alglarnn deerlendirilmesinde kullanlan SERVQUAL leinin alglanan soru nermeleri temel alnarak, eitim hizmetine uyarlanmtr. Birincil veriler Aralk 2017 tarihinde Necmettin Erbakan niversitesi Turizm Fakltesinde renim gren 382 renciden anket teknii ile toplanmtr. almann sonularna gre; alglanan hizmet kalitesi ile eitim hizmetlerinden memnuniyet dzeyi arasnda pozitif ynl yksek derecede ilikiler olduu belirlenmitir. Aratrmada rencilerin demografik zellikleri ile algladklar hizmet kalitesi ve memnuniyet dzeyi arasnda farkllklar tespit edilmitir.

Anahtar Kelimeler: Eitim Hizmeti, Memnuniyet Dzeyi, SERVQUAL


THE EFFECT of EDUCATIONAL SERVICE MARKETING on the STUDENT'S SATISFACTION LEVEL: AN INVESTIGATION on the NECMETTN ERBAKAN UNIVERSITY FACULTY of TOURISM
 
Student satisfaction, which occurs when the expectations of the students are met or exceeded, is the short-term attitude resulting from the evaluation of a students educational experience. As a result of determining the factors affecting the satisfaction level of the students, the effect on the satisfaction level of the marketing of the education service is investigated in this study because it is an important source for the arrangements that the universities will take. Studies that focus on student satisfaction help university administrators to make successful, long-term relationships easier to establish and maintain. In this direction, it is adapted to the training service based on the perceived question proposals of the SERVQUAL scale used in evaluating the consumers expectations and perceptions about the services offered. The primary data were collected from 382 students attending Necmettin Erbakan University Faculty of Tourism in December 2017 by questionnaire technique. According to the results of the study; it has been determined that there is a positive relationship between the perceived quality of service and satisfaction level of education services. In the study, demographic characteristics of students and differences in perceived service quality and satisfaction levels were detected

Keywords: Educational Service, Satisfaction Level, SERVQUAL


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