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UnilQual: Üniversite Yaşam Kalitesi Ölçeği

Year 2019, Volume: 10 Issue: 17, 923 - 948, 31.03.2019
https://doi.org/10.26466/opus.516649

Abstract

Son yıllarda yüksek öğretim
bir hizmet sektörü olarak görülmekte ve üniversiteler geleneksel rollerinin yanı
sıra birer hizmet sunucusu olarak değerlendirilmektedir. Bu doğrultuda,
yükseköğretim de kalite önemli bir rekabet faktörü haline gelmekte ve üniversitelerin
olmazsa olmazları arasında sayılmaktadır. Ancak, yükseköğretim sektörü diğer hizmet
sektörlerinden çok farklı özelliklere sahip olduğundan, kaliteyi ölçmek ve geliştirmek
oldukça karmaşık bir konu haline gelmektedir. Yükseköğretim de kalite kurumsal,
fiziksel ve psikolojik bileşenleriyle çok boyutlu bir olgudur.  Üniversitelerde hizmet kalitesisadece sunulan
hizmetlerin kalitesi ile değil, aynı zamanda öğrencilere sağlanankatma değer ve
dönüştürücü etki ile de ilişkilidir. Bu bağlamda bu makalede üniversitelere özgü
geçerli ve güvenilir bir kalite ölçeği (UnilQual-ÜniversiteYaşamKalitesiÖlçeği)
geliştirmek üzere yapılan bir çalışmanın bulguları aktarılmaktadır. Ölçeğin teorik
alt yapısı “yaşam kalitesi” kavramına dayanmakta ve “öğrencilerin üniversite yaşam
kalitesini” ölçmeyi amaçlamaktadır. 7 alt ölçek ve 56 maddeden oluşan ölçeğin
geçerlilik ve güvenirlik çalışması anket uygulamasına katılan 314 öğrenci ile
gerçekleştirilmiştir. Öğrencilerin ortalama yaşı 19.25’dir. Açımlayıcı Faktör
Analizinin sonuçları UnilQual'ın geçerli ve güvenilir bir ölçüm aracı olarak
kullanılabileceğini göstermektedir. Ayrıca, alt ölçekler ile toplam puan
arasındaki korelasyon değerleri de pozitif ve anlamlı bir ilişkiye işaret
etmektedir.

References

  • Abdullah, F. (2006). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30 (6), 569–581. https://doi.org/10.1111/j.1470-6431.2005.00480.x
  • Ali, F., Zhou, Y., Hussain, K., Nair, P. K. &Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70-94.
  • Ali, M. & Ahmed, M. (2018). Determinants of students’ loyalty to university: A service-based approach. https://mpra.ub.uni-muenchen.de/84352/1/MPRA_paper_84352.pdf
  • Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 8(3), 53-66.
  • Arambewela, R. & Hall, J. (2006). A comparative analysis of international education satisfaction using SERVQUAL. Journal of Services Research, 6(Special), 141-163.
  • Baron, S., Harris, K., Hilton, T. (2009). Services Marketing: Text and Cases (3rd ed.). Basingstoke: Palgrave Macmillan.
  • Bauer, R. A. (Ed.). (1966). Social indicators. Cambridge: The M.I.T.
  • Bektaş, H. &Akman, S. U. (2013). Yüksek öğretimde hizmet-kalitesi ölçeği: güvenilirlik ve geçerlilik analizi. Ekonometri ve İstatistik e-Dergisi, (18), 116-133. http://dergipark.gov.tr/iuekois/issue/8996/112135
  • Brock, D. (1993). Quality of life measures in health care and medical ethics. The quality of life, 95-132.
  • Caruana, A., Money, A. H. & Berthon, P. R. (2000). Service quality and satisfaction–the moderating role of value. European Journal of marketing, 34(11/12), 1338-1353.
  • Çokluk, Ö., Şekercioğlu, G. &Büyüköztürk, Ş. (2012). Sosyal bilimler için çok değişkenli istatistik: SPSS ve LISREL Uygulamaları(2. baskı). Ankara: PegemAkademi.
  • Costanza, R., Fisher, B., Ali, S., Beer, C., Bond, L., Boumans, R., ... & Gayer, D. E. (2007). Quality of life: An approach integrating opportunities, human needs, and subjective well-being. Ecologi-cal Economics, 61(2-3), 267-276.
  • Cummins, R. A. (2005). Moving from the quality of life concept to a theory. Journal of Intellectual Disability Research, 49(10), 699-706.
  • Cuthbert, P. F. (1996). Managing service quality in HE: Is SERVQUAL the answer? Part 1. Managing Service Quality: An International Journal, 6(2), 11-16.
  • DeVellis, R. F. (2003). Scale Development: Theory and Applications. Newbury Park CA: Sage Publications.
  • Diener, E. & Suh, E. (1997). Measuring quality of life: Economic, social, and subjective indicators. Social indicators research, 40(1-2), 189-216.
  • Ford, J. B., Joseph, M. & Joseph, B. (1999). Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA. Journal of Services marketing, 13(2), 171-186.
  • Harvey, L. & Green, D. (1993). Defining quality. Assessment and Evaluation in Higher Education, 18(1), 9-34.
  • Harvey, L. & Knight, P. T. (1996). Transforming Higher Education. Bristol: Taylor & Francis.
  • Kärnä, S. &Julin, P. (2015). A framework for measuring student and staff satisfaction with university campus facilities. Quality Assurance in Education, 23(1), 47-66.
  • Lagrosen, S., Seyyed-Hashemi, R. & Leitner, M. (2004). Examination of the dimensions of quality in higher education. Quality assurance in education, 12(2), 61-69.
  • Leblanc, G. & Nguyen, N. (1997). Searching for excellence in business education: an exploratory study of customer impressions of service quality. International Journal of Educational Management, 11(2), 72-79.
  • Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future re-search. The Journal of Marketing, 41-50.
  • Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of ser-vice quality. Journal of Retailing, 64(1), 12-40.
  • Pilcher, J. J. (1998). Affective and daily events predictors of life satis-faction in college students, Social Indicators Research 43(3), 291–306.
  • Sirgy, M. J., Grzeskowiak, S. &Rahtz, D. (2007). Quality of college life (QCL) of students: Developing and validating a measure of well-being. Social Indicators Research, 80(2), 343-360.
  • Soutar, G. & McNeil, M. (1996). Measuring service quality in a tertiary institution. Journal of Educational Administration, 34(1), 72-82.
  • Stodnick, M. & Rogers, P. (2008). Using SERVQUAL to measure the quality of the classroom experience. Decision Sciences Journal of Innovative Education, 6(1), 115-133.
  • Strange, C. C. & Banning, J. H. (2001). Educating by Design: Creating Campus Learning Environments That Work. The Jossey-Bass Higher and Adult Education Series. San Francisco: Jossey-Bass.
  • Sultan, P. & Yin Wong, H. (2012). Service quality in a higher education context: an integrated model. Asia Pacific Journal of Marketing and Logistics, 24(5), 755-784.
  • Teeroovengadum, V., Kamalanabhan, T. J. &Seebaluck, A. K. (2016). Measuring service quality in higher education: development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244-258. https://doi.org/10.1108/QAE-06-2014-0028

UnilQual: University Life Quality Scale

Year 2019, Volume: 10 Issue: 17, 923 - 948, 31.03.2019
https://doi.org/10.26466/opus.516649

Abstract

Recently, higher
education sector has been recognized as an intangibly dominant service sector
and universities have been considered as service providers besides their
traditional roles. Accordingly, quality in higher education  has become an important competitive element
and sustaining service quality is now accepted as a sine qua non for
universities.  Yet, since the higher
education sector has very different characteristics than other service sectors,
measurement and improvement of service quality is becoming a more complex
issue. Higher education quality is a multidimensional phenomenon with
institutional, physical and psychological components. It   is not only measured by the quality of
services, but also by the added value and transformative impact on the
students. . In this context, this paper reports a study conducted to develop
and validate a quality scale (UnilQual) for measuring service quality in higher
education. . The scale was based on the concept of “quality of life” and designed
to measure “university life quality of students”. To this end, a 56-item scale
with 7 subscales was developed . in and administered to a sample of 314
undergraduate students The mean age of the sample was 19.25 . The results of
the Exploratory Factor Analysis  revealed
that UnilQual can be used as a valid and reliable measurement tool.The Cronbach
alpha value was found as .96 for the scale. The correlation values between the
subscales and the total score addressed a positive and significant relationship,
as well.

References

  • Abdullah, F. (2006). The development of HEdPERF: A new measuring instrument of service quality for the higher education sector. International Journal of Consumer Studies, 30 (6), 569–581. https://doi.org/10.1111/j.1470-6431.2005.00480.x
  • Ali, F., Zhou, Y., Hussain, K., Nair, P. K. &Ragavan, N. A. (2016). Does higher education service quality effect student satisfaction, image and loyalty? A study of international students in Malaysian public universities. Quality Assurance in Education, 24(1), 70-94.
  • Ali, M. & Ahmed, M. (2018). Determinants of students’ loyalty to university: A service-based approach. https://mpra.ub.uni-muenchen.de/84352/1/MPRA_paper_84352.pdf
  • Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of Marketing, 8(3), 53-66.
  • Arambewela, R. & Hall, J. (2006). A comparative analysis of international education satisfaction using SERVQUAL. Journal of Services Research, 6(Special), 141-163.
  • Baron, S., Harris, K., Hilton, T. (2009). Services Marketing: Text and Cases (3rd ed.). Basingstoke: Palgrave Macmillan.
  • Bauer, R. A. (Ed.). (1966). Social indicators. Cambridge: The M.I.T.
  • Bektaş, H. &Akman, S. U. (2013). Yüksek öğretimde hizmet-kalitesi ölçeği: güvenilirlik ve geçerlilik analizi. Ekonometri ve İstatistik e-Dergisi, (18), 116-133. http://dergipark.gov.tr/iuekois/issue/8996/112135
  • Brock, D. (1993). Quality of life measures in health care and medical ethics. The quality of life, 95-132.
  • Caruana, A., Money, A. H. & Berthon, P. R. (2000). Service quality and satisfaction–the moderating role of value. European Journal of marketing, 34(11/12), 1338-1353.
  • Çokluk, Ö., Şekercioğlu, G. &Büyüköztürk, Ş. (2012). Sosyal bilimler için çok değişkenli istatistik: SPSS ve LISREL Uygulamaları(2. baskı). Ankara: PegemAkademi.
  • Costanza, R., Fisher, B., Ali, S., Beer, C., Bond, L., Boumans, R., ... & Gayer, D. E. (2007). Quality of life: An approach integrating opportunities, human needs, and subjective well-being. Ecologi-cal Economics, 61(2-3), 267-276.
  • Cummins, R. A. (2005). Moving from the quality of life concept to a theory. Journal of Intellectual Disability Research, 49(10), 699-706.
  • Cuthbert, P. F. (1996). Managing service quality in HE: Is SERVQUAL the answer? Part 1. Managing Service Quality: An International Journal, 6(2), 11-16.
  • DeVellis, R. F. (2003). Scale Development: Theory and Applications. Newbury Park CA: Sage Publications.
  • Diener, E. & Suh, E. (1997). Measuring quality of life: Economic, social, and subjective indicators. Social indicators research, 40(1-2), 189-216.
  • Ford, J. B., Joseph, M. & Joseph, B. (1999). Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA. Journal of Services marketing, 13(2), 171-186.
  • Harvey, L. & Green, D. (1993). Defining quality. Assessment and Evaluation in Higher Education, 18(1), 9-34.
  • Harvey, L. & Knight, P. T. (1996). Transforming Higher Education. Bristol: Taylor & Francis.
  • Kärnä, S. &Julin, P. (2015). A framework for measuring student and staff satisfaction with university campus facilities. Quality Assurance in Education, 23(1), 47-66.
  • Lagrosen, S., Seyyed-Hashemi, R. & Leitner, M. (2004). Examination of the dimensions of quality in higher education. Quality assurance in education, 12(2), 61-69.
  • Leblanc, G. & Nguyen, N. (1997). Searching for excellence in business education: an exploratory study of customer impressions of service quality. International Journal of Educational Management, 11(2), 72-79.
  • Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A conceptual model of service quality and its implications for future re-search. The Journal of Marketing, 41-50.
  • Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of ser-vice quality. Journal of Retailing, 64(1), 12-40.
  • Pilcher, J. J. (1998). Affective and daily events predictors of life satis-faction in college students, Social Indicators Research 43(3), 291–306.
  • Sirgy, M. J., Grzeskowiak, S. &Rahtz, D. (2007). Quality of college life (QCL) of students: Developing and validating a measure of well-being. Social Indicators Research, 80(2), 343-360.
  • Soutar, G. & McNeil, M. (1996). Measuring service quality in a tertiary institution. Journal of Educational Administration, 34(1), 72-82.
  • Stodnick, M. & Rogers, P. (2008). Using SERVQUAL to measure the quality of the classroom experience. Decision Sciences Journal of Innovative Education, 6(1), 115-133.
  • Strange, C. C. & Banning, J. H. (2001). Educating by Design: Creating Campus Learning Environments That Work. The Jossey-Bass Higher and Adult Education Series. San Francisco: Jossey-Bass.
  • Sultan, P. & Yin Wong, H. (2012). Service quality in a higher education context: an integrated model. Asia Pacific Journal of Marketing and Logistics, 24(5), 755-784.
  • Teeroovengadum, V., Kamalanabhan, T. J. &Seebaluck, A. K. (2016). Measuring service quality in higher education: development of a hierarchical model (HESQUAL). Quality Assurance in Education, 24(2), 244-258. https://doi.org/10.1108/QAE-06-2014-0028
There are 31 citations in total.

Details

Primary Language English
Subjects Studies on Education
Journal Section Articles
Authors

Devrim Vural Yılmaz 0000-0002-1177-1666

Publication Date March 31, 2019
Acceptance Date March 1, 2019
Published in Issue Year 2019 Volume: 10 Issue: 17

Cite

APA Yılmaz, D. V. (2019). UnilQual: University Life Quality Scale. OPUS International Journal of Society Researches, 10(17), 923-948. https://doi.org/10.26466/opus.516649