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Journals / Ege Akademik Bakış / 2019 / Cilt: 19 - Sayı: 2

Evaluation Of Quality Improvement Dimensions In Distance Education: SMART-AHP Based SERVQUAL Approach

Uzaktan Eğitimde Kalite İyileştirme Boyutlarının Değerlendirilmesi: SMART-AHP Tabanlı SERVQUAL Yaklaşımı

Osman PALA
Mehmet AKSARAYLI
Pages
173–187
Publication Date
2022-10-12
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

The study is thought to be able to guide quality improvement strategies to service decision makers and is expected to direct future work due to its framework which is dealing with both service provider and receiver at the same time.

📌 3 Key Takeaways

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Objective & Hypothesis:In recent years, distance education programs has become widespread in universities with the presence and development of internet.
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Key Findings & Data:In the study, a survey is conducted with 261 students who are enrolled in a program at Dokuz Eylül Üniversitesi Uzaktan Eğitim Uygulama ve Araştırma Merkezi.
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Conclusion & Impact:The study is thought to be able to guide quality improvement strategies to service decision makers and is expected to direct future work due to its framework which is dealing with both service provider and receiver at the same time.
🔬Design:Survey & Empirical Study
📍Scope:Comprehensive Sample
⚙️Variables:Domain Parameters

Abstract

In recent years, distance education programs has become widespread in universities with the presence and development of internet. In distance learning sector where competition is intense, measuring the quality of education is indispensable for sustainability and viability of education programs. In the study, a survey is conducted with 261 students who are enrolled in a program at Dokuz Eylül Üniversitesi Uzaktan Eğitim Uygulama ve Araştırma Merkezi. Perceptions and expectations of students about the quality of service which they receive, is measured by SERVQUAL scale which is adapted to distance learning. The main quality dimensions of SERVQUAL scale are; Empathy, Assurance, Responsiveness, Reliability and Website Content. The institution’s experts evaluated by SMART-AHP which dimension of quality must be improved to achieve best result for the institution. Finally, SERVQUAL and SMARTAHP were used together for the first time in the literature to assess which of the quality dimensions of the institution will improve the quality of services that students perceive most. The study is thought to be able to guide quality improvement strategies to service decision makers and is expected to direct future work due to its framework which is dealing with both service provider and receiver at the same time.

Özet

Son yıllarda, internetin ortaya çıkışı ve gelişmesiile üniversitelerde uzaktan eğitim programlarıve kurumları yaygınlaşmıştır. Rekabetin yoğunolduğu uzaktan eğitim alanında, kurumlarınverdiği hizmetin kalitesinin ölçülmesi, kurumlarınsürdürülebilir olması için gereklidir. Çalışmada,Dokuz Eylül Üniversitesi Uzaktan Eğitim Uygulamave Araştırma Merkezi bünyesinde yer alanprogramlarda kayıtlı olan 261 öğrenci ile anketyapılmıştır. Öğrencilerin aldıkları hizmetin kalitesinedair algı ve beklentileri, uzaktan eğitime uyarlanmışSERVQUAL ölçeği ile ölçülmüştür. SERVQUALölçeğinin ana kalite boyutları; Empati, Güven,Heveslilik, Güvenilirlik ve Web Sitesi İçeriği olarak elealınmıştır. Kurum uzmanlarına, kalite boyutlarındanhangisini iyileştirmenin kurum açısından en iyisonucu vereceği SMART-AHP kullanılarak sorulmuşve değerlendirmeler elde edilmiştir. Son olarakise literatürde ilk defa SERVQUAL ve SMART-AHPbirlikte kullanılarak, kurumun kalite boyutlarındanhangisinde yapacağı iyileştirmenin, öğrencilerinalgıladıkları hizmet kalitesini en çok arttıracağını,hizmeti veren ve alan bağlamında bütünleşik olarakdeğerlendirmek mümkün olmuştur. Çalışmanın,hizmet sunan karar vericilere kalite iyileştirmestratejilerini oluşturmada rehber olabileceğidüşünülmekte ve hizmet veren ile alanı birlikte elealması nedeniyle gelecek çalışmalara yön vermesibeklenmektedir.

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Cite This Article

PALA, O., AKSARAYLI, M. (2022). Evaluation Of Quality Improvement Dimensions In Distance Education: SMART-AHP Based SERVQUAL Approach. Ege Akademik Bakış, Cilt: 19 - Sayı: 2, 173–187. https://ajindex.com/articles/495127

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