Örgüt kültürünün algılanan hizmet kalitesine etkisi kamu ve özel öğrenci yurtlarında karşılaştırmalı bir araştırma
Impact of organization culture on perceived service quality: A comporative researchin publicand private student dormitories
Yazar: HASAN ALPAY KARASOY
Danışman: DOÇ. DR. DOĞAN NADİ LEBLEBİCİ
Hacettepe Üniversitesi / Sosyal Bilimler Enstitüsü / Siyaset Bilimi ve Kamu Yönetimi Ana Bilim Dalı
Derece: Doktora, 2007
Konu: Kamu Yönetimi = Public Administration

Özet:
Bilgi 9aglll1 ya~adlglmlz giiniimiizde siiratli degWmlere sahne olan hizmet sektoriinderekabet giiciine sahip olabilmek i9in i~letmelerin ama9, strateji ve politikalanmnolu~maslllda ve ba~anlannda onemli bir etken olan, dolaYlslyla rekabet iistiinliigiiniisaglayan, orgiit kiiltiirii gibi giice ihtiya9lan vardlr. Orgiit iiyelerinin davram~lanm~ekillendiren deger, norm, ah~kanhk ve semboller sistemi olarak tammlanabilen orgiitkiiltiirii, i~letmelerin Toplam Kalite kavramllla yoneldigi zamammlzda orgiitlerinama9lanna ula~malannda onlara l~lk tutacaktlr. Bunun yanslmaSl olarak hizmetsektoriinde bir yer i~gal eden ogrenci yurdu i~letmelerinde geli~en kavramlara paralelolarak, hlzla ilerleyen teknoloji ile birlikte orgiit kiiltiirii de giderek artan degero lmaktadlr.Yapllan 9ah~mada oncelikle genel anlamda kiiltiir, orgiit kiiltiirii kavramlan iizerindedurulmu~, daha sonra hizmet ve hizmet kalitesi kavramlanndan bahsedilmi~, orgiitkiiltiirii kavraml yurt i~letmelerine uyarlanml~ son olarak da, verilen , teorik bilgilerdogrultusunda kamu yurtlan ile ozel yurtlar araslllda, algllanan hizmet kalitelerininorgiit kiiltiiriiniin etkisiyle ne derece farkhhklar gosterdigi, yurtlann orgiit kiiltiiriiseviyelerinin giri~imci/yenilik9i orgiit kiiltiirii mii yoksa biirokratik orgiit kiiltiirii miioldugunun belirlenmesine yonelik anketlerle bir ara~tlrma yapllml~tIr.Ara~tlrmada servis kalitesi ol9iim metodunda kullamlan hizmet ol9iim faktorlerindenyaralamlml~tIr. C;ah~ma, yurt 9ah~anlannca sunulan hizmetlerin, ogrenciler tarafllldanalgIlanan hizmet kalitesini incelemekte ve bunun, yurttaki orgiit kiiltiiriinden ne dereceetkilendigini ara~tlrmaktadlr. Bu ama9la Konya ve Ankara'da kamu ve ozelyurtlanndan , rassal olarak se9ilen 400 personele ve ogrenciye 40 onermeyi igeren aynanketler uygulanml~tlr.Model, hizmet sektoriiniin iyinde yer alan ogrenci yurtlan iizerinde uygulanml~, farkhyonetimsel yapllara sahip kamu ve ozel ogrenci yurtlannda orgiit kiiltiirii aylsmdan,algllanan hizmet kalitesi diizeyleri yoniinden kar~lla~tlfllml~tIr. istatistiksel analizlersonucunda elde edilen bulgular anlamh ve tutarhhklan aylsmdan degerlendirilmi~tir.Sonuyta elde edilen bulgulara gore kamu ve ozel sektor tarafmdan saglanan yiiksekogretimde bannma hizmetinin algllanan kaliteleri arasmdaki farle her iki kesimdekikurumlann orgiitsel kiiltiirlerinin maddi unsurlan olan davram~ tarzlan ve orgiitselkurallar arasmdaki farktan kaynaklanmaktadlr.Anahtar Sozciikler: Orgiit Kiiltiirii, Hizmet Kalitesi, Hizmet Kalitesinin Olyiilmesi,SERVQUAL Yontemi, Ogrenci Yurtlannda Orgiit Kiiltiirii

Abstract:
In order to enterprises to have the strength to compete and to come out of the struggleas the winner in service sector that is experiencing rapid changes currently due to theinformation century we are in, a power like organizational culture which is a vital agentnot only in forming their purposes, strategies and policies but also determining theirsuccess and which consequently provides them with superiority in competing isdesperately needed. Organizational culture which may be described as the values,norms, beliefs, customs and symbols system that forms the behaviors of theorganization members will enlighten the enterprises to reach their goals especially nowwhen the enterprises are heading for the concepts of Total Quality. As a result, with thefast developing technology, organizational culture also becomes a growing value inparallelism with the concepts progressing in student dormitory enterprises that are ofparamount importance in service sector.In this study, made along the perception mentioned, culture and organizational cultureconcepts are focused first, and then the concepts of service and service quality arementioned, organizational culture concept is adapted to the student dormitories andfinally, the research is conducted with the concept of theoretical information given inorder to determine the differences between public and private student dormitories interms of perceived service quality formed by organizational culture and to determinethe level of organizational culture available at these student dormitories whether theyhave bureaucratic and/or entrepreneurial, innovative culture by using questionnaires.In the research, there are servIce measurement factors used in the servIce qualitymeasurement method. The research is designed with the aim to examine whether theorganizational culture affects the perceived service quality in what matters, in otherwords, the satisfaction by students from the service provided in the dormitories. Withthis aim different questionaires covering 40 issues is adapted to 400 personnel andstudents selected randomly within the employees and students of some dormitories inAnkara and Konya.The model is applied for the student dormitories that are leading institutions of servicesector, comparing the perceived service quality levels of public and private sector withdifferent management structures. Findings were evaluated which is obtained fromvarious statistical analyses with regard to their significance and consistency. Accordingto findings at the end, the difference between the perceived service qualities in terms ofaccommodation for higher education provided by public and private sector is resultedin due to behavior styles and organizational rules of the organizational cultures of thoseorganizations.Key Words: Organizational Culture, Service Quality, Measuring Service Quality,SERVQUAL Model, Organizational Culture in Dormitories