A study on the evaluation of tourism and hotel management program at Başkent University in terms of total quality management principles

Tez Türü: Doktora

Tezin Yürütüldüğü Kurum: Orta Doğu Teknik Üniversitesi, Sosyal Bilimler Enstitüsü, Eğitim Bilimleri (Dr), Türkiye

Tez Danışmanı: Meral Aksu

Tezin Onay Tarihi: 2001

Tezin Dili: İngilizce

Özet:

This study was conducted in three main phases. In the first phase, in order to analyze the inputs of the program written documents were reviewed and those directly related to the TQM implementations were analyzed. In the second phase, the transforming process of the program was analyzed on the base of the perceptions of shareholders. In this stage, 320 students were given three different questionnaires; 22 instructors were given two different questionnaires; and 24 parents were given a questionnaire. Then, an interview was conducted with the Quality Coordinator of the school. The reliability of the instruments was measured by using the Cronbach Alpha test. All the instruments were pilot-tested. Data were analyzed using means and standard deviations. In the last phase, the outputs of the program were analyzed through the review of written documents; interviews with employers; and questionnaires for the graduates. Data gathered from the interviews were analyzed using qualitative data analysis. Data gathered through the graduates' questionnaires were analyzed using means and standard deviations. Results of the input stage showed that the activities were implemented and documented in accordance with Total Quality Management principles. In terms of the transforming process, shareholders seemed to be neutral about the program's operations. As for the last stage, employers' expectations from the graduates and the program were based on affective characteristics like communication skills, interpersonal relations, work discipline, and working culture. Key Words: Program Evaluation, Total Quality Management, Higher Education.