THE MEDIATING ROLE OF TRUST/SATISFACTION IN THE EFFECT OF PERCEIVED SERVICE QUALITY ON STUDENT LOYALTY/COMMITMENT: AN APPLICATION TO HEALTH DEPARTMENT STUDENTS

Mustafa Filiz; Nurgül Erdal; Olkan Budak

Article Details

THE MEDIATING ROLE OF TRUST/SATISFACTION IN THE EFFECT OF PERCEIVED SERVICE QUALITY ON STUDENT LOYALTY/COMMITMENT: AN APPLICATION TO HEALTH DEPARTMENT STUDENTS

Authors:

Mustafa Filiz | Nurgül Erdal | Olkan Budak

Publisher:

Inonu University

Main Topics:

Çevre ve Kültür

Journal:

İnönü Üniversitesi Uluslararası Sosyal Bilimler Dergisi Vol.13 Issue 1, pp.198-226

Document Type:

Article

Publication Date:

6/2024

Document Language:

Turkish

Document ID (Org No.):

2001321654

pISSN:

2147-0936

Keywords:

Abstract:

 The aim of this study is to reveal the mediating role of trustsatisfaction in the effects of perceived service quality on student loyaltycommitment levels in health department students. Additionally, the Turkish versions of the perceived service quality and customer relationship management scales are aimed to be introduced to the national literature. The study population consisted of 790 students studying in the faculties of health sciences and business at Artvin Çoruh University. The sample consisted of 217 students who voluntarily participated in the survey. A research model has been developed within the scope of the literature. Accordingly, it is predicted that the mediating role of satisfactiontrust perceptions in the impact of university students perceived service quality on their attachmentloyalty emotions will be present. The perceived service quality and customer relationship management scales were used in the study. As the original versions of the scales were in English, a Turkish version was created first. The research data was collected through face-to-face and online methods between 01.01.2023-20.01.2023. Descriptive statistics, exploratory factor analysis, confirmatory factor analysis, correlation analysis, and PATH analysis were performed for the data. Trustsatisfaction mediates the relationship between perceived service quality and student loyaltycommitment levels. Students trustsatisfaction levels affect their loyaltycommitment, and the Turkish versions of perceived service quality and customer relationship management scales are reliable. Trustsatisfaction perceptions have been found to affect loyaltycommitment levels in addition to perceived education and department management. Future studies using these scales are expected to yield significant benefits.

 The aim of this study is to reveal the mediating role of trustsatisfaction in the effects of perceived service quality on student loyaltycommitment levels in health department students. Additionally, the Turkish versions of the perceived service quality and customer relationship management scales are aimed to be introduced to the national literature. The study population consisted of 790 students studying in the faculties of health sciences and business at Artvin Çoruh University. The sample consisted of 217 students who voluntarily participated in the survey. A research model has been developed within the scope of the literature. Accordingly, it is predicted that the mediating role of satisfactiontrust perceptions in the impact of university students perceived service quality on their attachmentloyalty emotions will be present. The perceived service quality and customer relationship management scales were used in the study. As the original versions of the scales were in English, a Turkish version was created first. The research data was collected through face-to-face and online methods between 01.01.2023-20.01.2023. Descriptive statistics, exploratory factor analysis, confirmatory factor analysis, correlation analysis, and PATH analysis were performed for the data. Trustsatisfaction mediates the relationship between perceived service quality and student loyaltycommitment levels. Students trustsatisfaction levels affect their loyaltycommitment, and the Turkish versions of perceived service quality and customer relationship management scales are reliable. Trustsatisfaction perceptions have been found to affect loyaltycommitment levels in addition to perceived education and department management. Future studies using these scales are expected to yield significant benefits.

 The aim of this study is to reveal the mediating role of trustsatisfaction in the effects of perceived service quality on student loyaltycommitment levels in health department students. Additionally, the Turkish versions of the perceived service quality and customer relationship management scales are aimed to be introduced to the national literature. The study population consisted of 790 students studying in the faculties of health sciences and business at Artvin Çoruh University. The sample consisted of 217 students who voluntarily participated in the survey. A research model has been developed within the scope of the literature. Accordingly, it is predicted that the mediating role of satisfactiontrust perceptions in the impact of university students perceived service quality on their attachmentloyalty emotions will be present. The perceived service quality and customer relationship management scales were used in the study. As the original versions of the scales were in English, a Turkish version was created first. The research data was collected through face-to-face and online methods between 01.01.2023-20.01.2023. Descriptive statistics, exploratory factor analysis, confirmatory factor analysis, correlation analysis, and PATH analysis were performed for the data. Trustsatisfaction mediates the relationship between perceived service quality and student loyaltycommitment levels. Students trustsatisfaction levels affect their loyaltycommitment, and the Turkish versions of perceived service quality and customer relationship management scales are reliable. Trustsatisfaction perceptions have been found to affect loyaltycommitment levels in addition to perceived education and department management. Future studies using these scales are expected to yield significant benefits.

 Bu çalışmada amaç, sağlık bölümü öğrencileri tarafından algılanılan servis kalitesinin sadakatbağlılık düzeylerine olan etkilerinde güvenmemnuniyetlerinin aracılık rolünü ortaya koymaktır. Ayrıca algılanan servis kalitesi ve öğrenci ilişkileri yönetimi ölçeklerinin Türkçe versiyonlarının ulusal literatüre kazandırılması hedeflenmektedir. Çalışmanın evrenini Artvin Çoruh Üniversitesi sağlık bilimleri ve işletme fakültesinde eğitim gören 790 öğrenci oluşturmaktadır. Örneklem ise ankete gönüllü olarak katılım sağlayan 217 öğrenciden oluşmaktadır. Literatür kapsamında araştırma modeli geliştirilmiştir. Buna göre üniversite öğrencilerinin algıladıkları servis kalitesinin bağlılıksadakat duyguları üzerindeki etkide memnuniyetgüven algılarının aracı rolü olacağı öngörülmektedir. Araştırmada, algılanan servis kalitesi ölçeği ve müşteri ilişkiler yönetimi ölçeği kullanılmıştır. Ölçeklerin orijinal hali İngilizce olmasından dolayı öncelikle Türkçe versiyonu oluşturulmuştur. Araştırma verileri 01.01.2023-20.01.2023 tarihleri arasında yüz yüze ve çevrimiçi toplanmıştır. Verilere yönelik tanımlayıcı istatistikler, açıklayıcı faktör analizi, doğrulayıcı faktör analizi, korelasyon analizi ve PATH analizler gerçekleştirilmiştir. Öğrencilerin algıladıkları servis kalitesinin sadakatbağlılık düzeylerine olan etkilerinde güvenmemnuniyetlerinin aracılık rolünün olduğu görülmüştür. Öğrencilerin güvenmemnuniyet düzeyleri sadakatbağlılıkları üzerinde etkili olmaktadır. Ayrıca algılanan servis kalitesi ölçeği ve öğrenci ilişkiler yönetimi ölçeğinin Türkçe versiyonlarının geçerli ve güvenilir olduğu görülmüştür. Üniversite öğrencilerinin sadakatbağlılık düzeylerinin belirlenmesinde algılanan eğitim-öğretim, sekterlerin ve bölüm yönetiminin etkisinin yanında, güvenmemnuniyet algılarının da etkisinin olduğu sonucuna ulaşılmıştır. Algılanan servis kalitesi ölçeği ve öğrenci ilişkileri yönetimi ölçeği ile yeni çalışmaların yapılmasının önemli faydalar elde edileceği öngörülmektedir.

Article Details

THE MEDIATING ROLE OF TRUST/SATISFACTION IN THE EFFECT OF PERCEIVED SERVICE QUALITY ON STUDENT LOYALTY/COMMITMENT: AN APPLICATION TO HEALTH DEPARTMENT STUDENTS

Authors:

Mustafa Filiz | Nurgül Erdal | Olkan Budak

Publisher:

Inonu University

Main Topics:

Çevre ve Kültür

Journal:

İnönü Üniversitesi Uluslararası Sosyal Bilimler Dergisi Vol.13 Issue 1, pp.198-226

Document Type:

Article

Publication Date:

6/2024

Document Language:

Turkish

Document ID (Org No.):

2001321654

pISSN:

2147-0936

University satisfaction

Educator

Health departments

Loyalty

Perceived service qualityÜniversite memnuniyeti

Eğitmen

Sağlık bölümleri

Sadakat

Eğitim Kalitesi

Issues

Article Details

Authors: Mustafa Filiz | Nurgül Erdal | Olkan Budak

Publisher: Inonu University

Main Topics: Çevre ve Kültür

Journal: İnönü Üniversitesi Uluslararası Sosyal Bilimler Dergisi Vol.13 Issue 1, pp.198-226

Document Type: Article

Publication Date: 6/2024

Document Language: Turkish

Document ID (Org No.): 2001321654

pISSN: 2147-0936

Issues

Authors:

Mustafa Filiz | Nurgül Erdal | Olkan Budak

Publisher:

Inonu University

Main Topics:

Çevre ve Kültür

Journal:

İnönü Üniversitesi Uluslararası Sosyal Bilimler Dergisi Vol.13 Issue 1, pp.198-226

Document Type:

Article

Publication Date:

6/2024

Document Language:

Turkish

Document ID (Org No.):

2001321654

pISSN:

2147-0936