Algılanan iklim ile hizmet kalitesi ilişkisinde örgütsel vatandaşlık davranışının aracı etkisi: Vakıf ve devlet üniversitesi öğrencileri üzerinde yapılan bir araştırma
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Date
2021
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İstanbul Beykent Üniversitesi
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info:eu-repo/semantics/openAccess
Abstract
Bu çalışmanın temel amacı, öğrencilerin algıları çerçevesinde değerlendirdikleri iklimin hizmet kalitesi üzerindeki etkisini araştırmaktır. Araştırmanın ikinci amacı ise, bu ikili ilişkide öğrencilerin örgütsel vatandaşlık davranışının aracılık etkisinin olup olmadığını sorgulamaktır. Araştırmanın amaçları doğrultusunda, Marmara Üniversitesi ve Beykent Üniversitesi İktisadi ve İdari Bilimler Fakültesi üçüncü ve dördüncü sınıf öğrencilerinden, Sosyal Bilimler ve Lisansüstü Eğitim Enstitüleri öğrencilerinden araştırmaya katılmayı kabul etmiş toplam 791 öğrenciye anket uygulanmıştır. Verilerin analiz edilebilmesi için SPSS 22.0 programı kullanılmıştır. Ayrıca; güvenilirlik ve geçerlilik analizleri, normallik testleri, betimsel istatistikler, faktör analizi, anova analizi, regresyon analizi ve aracı değişken etkisi ile ilgili analizler yapılmıştır. Araştırma sonucunda üniversite, cinsiyet ve sınıf kontrol değişkenleri incelendiğinde algılanan iklim, örgütsel vatandaşlık davranışları ve algılanan hizmet kalitesi açısından alt boyutlar arasında anlamlı farklılıklar bulunmuştur. Bunun yanında, gerçekleştirilen regresyon analizleri sonucunda hizmet kalitesi alt boyutları ile bazı örgüt iklimi ve ÖVD alt boyutları arasında anlamlı ilişkiler olduğu bulunmuştur. Yapılan analizlere ilave olarak üniversite, cinsiyet, yaş, sınıf ve bölüm kontrol değişkenleri ile ilgili ayrıca mancova analizi gerçekleştirilmiştir. Üniversite açısından gerçekleştirilen mancova analizleri sonucunda; algılanan iklim ve algılanan hizmet kalitesi ilişkisinde devlet ve vakıf üniversitesi açısından anlamlı bir fark bulunmamıştır. Algılanan iklim ve örgütsel vatandaşlık davranışı ilişkisinde Beykent Üniversitesi öğrencilerinin sivil erdem alt boyut puanlarının daha yüksek olduğu bulunmuştur. Örgütsel vatandaşlık davranışı ve algılanan hizmet kalitesi ilişkisinde Marmara Üniversitesi öğrencilerinin güvence alt boyut puanlarının daha yüksek olduğu bulunmuştur. Öğrencilerin algıladıkları iklim ile öğrencilerin algıladıkları hizmet kalitesi arasındaki ilişkide öğrencilerin örgütsel vatandaşlık davranışının kısmi aracı (mediator) değişken etkisi gösterdiği bulunmuştur.
The main purpose of this study is to investigate the effect of climate, which students evaluate within the framework of their perceptions, on service quality. The second aim of the study is to question whether there is a mediating effect of students' organizational citizenship behavior in this bilateral relationship. For the purposes of the study, a questionnaire was applied to 791 students from Marmara University and Beykent University Faculty of Economics and Administrative Sciences, third and fourth year students, and Social Sciences and Graduate Education Institutes who accepted to participate in the study. SPSS 22.0 program was used to analyze the data. Also; Reliability and validity analysis, normality tests, descriptive statistics, factor analysis, ANOVA analysis, regression analysis and analysis of mediator variable effect were performed. As a result of the research, when the variables of university, gender and class control were examined, significant differences were found between the sub-dimensions in terms of perceived climate, organizational citizenship behaviors and perceived service quality. In addition, as a result of the regression analysis, significant relationships were found between service quality sub-dimensions and some organizational climate and ÖVD sub-dimensions. In addition to the previous analyzes, a mancova analysis was also performed on university, gender, age, class and department control variables. As a result of the mancova analysis conducted for the university; There was no significant difference in the relationship between perceived climate and perceived service quality in terms of state and foundation universities. It was found that Beykent University students' civic virtue sub-dimension scores were higher in the relationship between perceived climate and organizational citizenship behavior. It was found that Marmara University students' assurance sub-dimension scores were higher in the relationship between organizational citizenship behavior and perceived service quality. It was found that students' organizational citizenship behavior had a partial mediator variable effect on the relationship between students' perceived climate and students' perceived quality of service.
The main purpose of this study is to investigate the effect of climate, which students evaluate within the framework of their perceptions, on service quality. The second aim of the study is to question whether there is a mediating effect of students' organizational citizenship behavior in this bilateral relationship. For the purposes of the study, a questionnaire was applied to 791 students from Marmara University and Beykent University Faculty of Economics and Administrative Sciences, third and fourth year students, and Social Sciences and Graduate Education Institutes who accepted to participate in the study. SPSS 22.0 program was used to analyze the data. Also; Reliability and validity analysis, normality tests, descriptive statistics, factor analysis, ANOVA analysis, regression analysis and analysis of mediator variable effect were performed. As a result of the research, when the variables of university, gender and class control were examined, significant differences were found between the sub-dimensions in terms of perceived climate, organizational citizenship behaviors and perceived service quality. In addition, as a result of the regression analysis, significant relationships were found between service quality sub-dimensions and some organizational climate and ÖVD sub-dimensions. In addition to the previous analyzes, a mancova analysis was also performed on university, gender, age, class and department control variables. As a result of the mancova analysis conducted for the university; There was no significant difference in the relationship between perceived climate and perceived service quality in terms of state and foundation universities. It was found that Beykent University students' civic virtue sub-dimension scores were higher in the relationship between perceived climate and organizational citizenship behavior. It was found that Marmara University students' assurance sub-dimension scores were higher in the relationship between organizational citizenship behavior and perceived service quality. It was found that students' organizational citizenship behavior had a partial mediator variable effect on the relationship between students' perceived climate and students' perceived quality of service.
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İşletme, Business Administration
