Kitap Bölümü Koleksiyonu
https://hdl.handle.net/20.500.12511/6103
Book Chapter Collection2024-03-28T13:56:12ZLeading determiners of institutionalization in globalization era and strategic change management in educational organizations
https://hdl.handle.net/20.500.12511/6889
Leading determiners of institutionalization in globalization era and strategic change management in educational organizations
Çetiner Öztürk, İpek Tamara; Mızrak, Filiz
The aim of this study is to determine the main reasons for institutionalism and change process in educational organizations by benefiting from the literature through a case study. In this scope, the language school of a private university that is currently undergoing an institutionalization process has been examined as a case study. In the case study, face-to-face interviews with three-level management and instructors have been conducted to get primary data. As a result of the study, external factors such as the increase in student enrollment within the university and the demand of the language skills increasing in the world have pushed the university to undergo this process. On the other hand, the high standards of the university to operate in international platforms have resulted in structural, academic, and administrative changes in the language school. During the process, it is seen that the only resistance exists in midlevel management; however, not against the system, but against the management style. This study is significant as being the pioneer analysis in educational organizations. It contributes to the literature as it is valuable as benchmark for other educational organizations, which plan to institutionalize. The study can be improved with further researches after the process in the language school is finalized.
2021-01-01T00:00:00ZAnalysing customer satisfaction of civil aviation companies of Turkey with text mining
https://hdl.handle.net/20.500.12511/6102
Analysing customer satisfaction of civil aviation companies of Turkey with text mining
Eti, Serkan; Mızrak, Filiz
This study is aimed to determine the issues that affect customer satisfaction in mobile applications to airline companies. In this context, five of the largest airlines operating in Turkey (Turkish Airlines, Pegasus, Atlasjet, AnadoluJet, SunExpress) were included in the study. Customer reviews in the Apple Store application of these companies were provided. On the other hand, these comments were analysed by data mining method using KNIME program. Thus, the single word, binary word and triple word groups were determined the most in these comments. These words were then categorized according to their respective fields. As a result, it has been determined that customers pay attention to the functionality in mobile applications. In addition, technical competence ranks second among customer expectations. In this context, airlines need to offer different services in the online application in order to increase customer satisfaction. For this purpose, it is important that customers can access different issues such as purchasing tickets, choosing seats, different payment methods and obtaining tickets through mobile applications. This will both increase the satisfaction of the customers and increase the performance of the companies.
2020-01-01T00:00:00Z