The relationship among expectation, perceived quality-value and satisfaction: A study on undergraduate students of tourism

Demir, Şirvan Şen
January 2013
International Journal of Human Sciences;Jan-Jun2013, Vol. 10 Issue 1, p307
Academic Journal
The main purpose of this study is (1) to analyze the relationship among corporate image, student expectations, perceived quality/value and satisfaction, (2) to determine the effects of external and internal factors on student satisfaction. Questionnaire for this study was developed from prior researches on a 5-point Likert-type. Through conducting a face-to-face interview, a total of 362 questionnaires were collected from students at the tourism department of a state university. LISREL 8.80 was used to analyze the data in context of Structural Equation Modeling (SEM) that includes Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA). As a result, the findings indicate that all factors have positive correlation each other. On the other hand, corporate image, student expectations, perceived quality/value have crucial impact on student satisfaction. Bu çalışmanın temel amacı, (1) kurumsal imaj ile yükseköğretim kurumlarında okuyan öğrencilerin beklenti, algılanan kalite/değer ve memnuniyet ilişkisini ortaya koymak, (2) dışsal ve içsel faktörlerin öğrenci memnuniyeti üzerindeki etkisini belirlemektir. Daha önce yapılmış çalışmalardan elde edilen bilgilerden bir anket geliştirilmiştir. Bir devlet üniversitesinde turizm eğitimi alan öğrencilerle yüz yüze görüşme yöntemi ile 362 adet anket formu toplanmıştır. Verilere, Yapısal Eşitlik Modeli (YEM) kapsamında LISREL 8.80 istatistik programı kullanılarak Açıklayıcı Faktör Analizi (AFA) ve Doğrulayıcı Faktör Analiz (DFA) uygulanmıştır. Sonuçta, tüm faktörlerin birbiri ile pozitif yönlü bir ilişkisi olduğu belirlenmiştir. Diğer yandan kurumsal imaj, öğrenci beklentileri, algılanan kalite ve algılanan değerin öğrenci memnuniyeti üzerinde önemli bir etkisinin olduğu ortaya konulmuştur.


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