A research on the relationship between perceived service quality and corporate images in university library

Özlem Duğan; Sinan Gürcüoğlu; Barış Koç

Makale detayları

A research on the relationship between perceived service quality and corporate images in university library

Yazarlar:

Özlem Duğan | Sinan Gürcüoğlu | Barış Koç

Yayıncı:

Balıkesir University

Ana Başlıklar:

Yükseköğretimde Kalite Güvencesi

Dergi:

Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Vol.27 Issue 52, pp.289-305

Belge Tipi:

Makale

Yayın Tarihi:

12/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001332303

pISSN:

1301-5265

Anahtar kelimeler:

Özet:

 Libraries are one of the most suitable places for university students to develop themselves throughout their education. In this study, it is aimed to determine how students evaluate the relationship between the quality of the service they receive from the university library and the image of the institution. SPSS 22 program was used in the research and the data were analyzed using frequencies, independent sample t-test, arithmetic mean, ANOVA, and correlation test. Various findings were obtained as a result of the research. Female students had significantly more positive scores than males in the management quality, employees dimension and corporate image scale average of the corporate image scale. Students have used the library mostly for course-homework. According to results of the correlational analysis, as the age of the students increased, their perceptions of corporate image, service quality and physical appearance decreased. As the class level of the students increased, their perception of images in the dimension of communication activities decreased. It has been determined that the service quality perception of the students who used the library increased. As the service quality of the students about the library increased, their perceptions of the institutional image of the university also increased. As the age of the students increased, service quality perceptions, corporate image perceptions, and physical appearance perceptions decreased. In other words, as the age increased, the satisfaction rate decreased. The study revealed that as the perceived service quality of the students using the library increased, their perception of the corporate image also increased positively.

 Libraries are one of the most suitable places for university students to develop themselves throughout their education. In this study, it is aimed to determine how students evaluate the relationship between the quality of the service they receive from the university library and the image of the institution. SPSS 22 program was used in the research and the data were analyzed using frequencies, independent sample t-test, arithmetic mean, ANOVA, and correlation test. Various findings were obtained as a result of the research. Female students had significantly more positive scores than males in the management quality, employees dimension and corporate image scale average of the corporate image scale. Students have used the library mostly for course-homework. According to results of the correlational analysis, as the age of the students increased, their perceptions of corporate image, service quality and physical appearance decreased. As the class level of the students increased, their perception of images in the dimension of communication activities decreased. It has been determined that the service quality perception of the students who used the library increased. As the service quality of the students about the library increased, their perceptions of the institutional image of the university also increased. As the age of the students increased, service quality perceptions, corporate image perceptions, and physical appearance perceptions decreased. In other words, as the age increased, the satisfaction rate decreased. The study revealed that as the perceived service quality of the students using the library increased, their perception of the corporate image also increased positively.

 Libraries are one of the most suitable places for university students to develop themselves throughout their education. In this study, it is aimed to determine how students evaluate the relationship between the quality of the service they receive from the university library and the image of the institution. SPSS 22 program was used in the research and the data were analyzed using frequencies, independent sample t-test, arithmetic mean, ANOVA, and correlation test. Various findings were obtained as a result of the research. Female students had significantly more positive scores than males in the management quality, employees dimension and corporate image scale average of the corporate image scale. Students have used the library mostly for course-homework. According to results of the correlational analysis, as the age of the students increased, their perceptions of corporate image, service quality and physical appearance decreased. As the class level of the students increased, their perception of images in the dimension of communication activities decreased. It has been determined that the service quality perception of the students who used the library increased. As the service quality of the students about the library increased, their perceptions of the institutional image of the university also increased. As the age of the students increased, service quality perceptions, corporate image perceptions, and physical appearance perceptions decreased. In other words, as the age increased, the satisfaction rate decreased. The study revealed that as the perceived service quality of the students using the library increased, their perception of the corporate image also increased positively.

 Üniversite öğrencilerinin eğitim-öğretim boyunca kendilerini geliştirmeleri açısından en uygun mekânlardan biri kütüphanelerdir. Bu araştırma ile öğrencilerin üniversite kütüphanesinden aldıkları hizmetin kalitesi ile kurum imajı arasındaki ilişkiyi nasıl değerlendirdiklerini belirlemek amaçlanmaktadır. Araştırmada SPSS 22 programı kullanılmış ve verilerin frekansları, bağımsız örneklem t-testi, aritmetik ortalama, ANOVA, korelasyon testi kullanılarak analizi yapılmıştır. Araştırma sonucunda çeşitli bulgular elde edilmiştir. Kız öğrenciler erkeklere göre anlamlı bir şekilde kurumsal imaj ölçeğinin yönetim kalitesi, çalışanlar boyutunda ve kurumsal imaj ölçeği ortalamasında daha fazla olumlu puana sahiptir. Öğrenciler kütüphaneyi daha çok ders-ödev yapmak amacıyla kullanmaktadır. Korelasyon analizi sonuçlarına göre öğrencilerin yaşı arttığında kurumsal imaj algıları, hizmet kalitesi algıları ve fiziksel görünüm algıları azalmıştır. Öğrencilerin sınıf düzeyi arttıkça iletişim faaliyetleri boyutundaki imaj algıları azalmıştır. Kütüphaneyi kullanma süreleri artan öğrencilerin hizmet kalitesi algılarının arttığı tespit edilmiştir. Öğrencilerin kütüphane hakkındaki algıladıkları hizmet kalitesi arttıkça üniversite hakkındaki kurumsal imaj algıları da artmıştır. Çalışmada kütüphaneyi kullanan öğrencilerin algıladıkları hizmet kalitesinin arttıkça üniversitenin imajı hakkındaki algılarının da olumlu şekilde arttığı ortaya konulmuştur.

Makale detayları

A research on the relationship between perceived service quality and corporate images in university library

Yazarlar:

Özlem Duğan | Sinan Gürcüoğlu | Barış Koç

Yayıncı:

Balıkesir University

Ana Başlıklar:

Yükseköğretimde Kalite Güvencesi

Dergi:

Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Vol.27 Issue 52, pp.289-305

Belge Tipi:

Makale

Yayın Tarihi:

12/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001332303

pISSN:

1301-5265

Service Quality

Image

Institutional image

University

LibraryHizmet kalitesi

İmaj

Kurum imajı

Üniversite

Kütüphane

Sayı

Makale detayları

Yazarlar: Özlem Duğan | Sinan Gürcüoğlu | Barış Koç

Yayıncı: Balıkesir University

Ana Başlıklar: Yükseköğretimde Kalite Güvencesi

Dergi: Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Vol.27 Issue 52, pp.289-305

Belge Tipi: Makale

Yayın Tarihi: 12/2024

Belge Dili: Türkçe

Document ID (Org No.): 2001332303

pISSN: 1301-5265

Sayı

Yazarlar:

Özlem Duğan | Sinan Gürcüoğlu | Barış Koç

Yayıncı:

Balıkesir University

Ana Başlıklar:

Yükseköğretimde Kalite Güvencesi

Dergi:

Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü Dergisi Vol.27 Issue 52, pp.289-305

Belge Tipi:

Makale

Yayın Tarihi:

12/2024

Belge Dili:

Türkçe

Document ID (Org No.):

2001332303

pISSN:

1301-5265