Research Information System
Çınkır Ş. (Executive), Yıldız S., Kurum G.
Project Supported by Higher Education Institutions, 2016 - 2019
The aim of the study is to determine the effect of perceived service quality of undergraduate students studying at different faculties of Ankara University and its effect on student commitment. Mixed methods research and sequential explanatory design are used in the study. The sample consists of 2000 undergraduate students studying at Ankara University. Quantitative data are collected with the Quality of Service at Higher Education, and Student Commitment Scales developed by the researchers. Qualitative data are also collected through the semi-structured interview form and the critical events technique form prepared by the researchers. The quantitative data are analyzed with descriptive statistics, parametric difference tests, and structural equation modeling and the qualitative data analyzed with the content analysis method.
According to the findings, the perceived service quality of the students at university is at a moderate level. Students' perception of academic services at university is higher than administrative services and campus facilities. However, in the interviews held with the students, the courses at university are theoretical, and there is not enough time and opportunity for practice. Although the academicians are well-equipped, the courses are done with a classical presentation method. Also, students cannot gain the skills required by this century and profession with the content far from current developments in the courses.
On the other hand, students' commitment to the university is at a good level. In the interviews, the students define the relationship they have established with the university as their family/home relationship. Although being a student at Ankara University, the participants are proud of this situation. a, as a student at Ankara University, they feel special and different. The factors such as the quality of education, the image of the university/faculty, the quality of the facilities offered, the city/location, physical condition and access to the campus affect the students' commitment to the university.
In the difference tests, the perceived service quality scores of the students do not differ significantly according to the variables of gender, faculty, and grade level. While the commitment scores of the students did not differ significantly according to the gender variable, there is a significant difference cording to the faculty and class levels. As a result, there is a significantly positive relationship between service quality at higher education and student commitment. As the perceptions of the service quality of the participants at higher education increases, their commitment to the university increases. In other words, the perceived service quality of the participants significantly predicts student commitment.
Key Words: Higher Education, Service Quality, Student Satisfaction, Student Commitment, Mixed Methods Research