Eğitim kurumlarında şikayet yönetimi: Ombudsmanlık raporlarının incelenmesi
Küçük Resim Yok
Tarih
2019
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Kocaeli Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu araştırmada eğitim-öğretim hizmetine ilişkin ombudsmanlık kurumuna yapılan şikayetleri incelemek amaçlanmıştır. Bu amaç doğrultusunda ombudsmanlık karar raporları; şikayet konuları, şikayet edilen kurum türü, şikayetçi profili, şikayet yılları değişkenlerine göre incelenmiştir. Bu araştırma nitel araştırma deseni olan doküman analizi yöntemi göre desenlenmiştir. Araştırmada kullanılan veriler 2013-2015 ombudsmanlık kurumu eğitim-öğretim alanı karar raporlarından elde edilmiştir. Araştırma verileri ombudsmanlık kurumuna yapılan 153 şikayete ilişkin ombudsmanlık kurumu kararları kapsamaktadır. Verilerin analizinde içerik analiz tekniği kullanılmıştır. Veriler içerik analizi tekniğine uygun olarak kodlanmıştır. Veriler şikayetin konusu, şikayet yılı, şikayet edilen kurum, şikayet edilen kurumun finansman türü, şikayetçinin paydaş tipi değişkenlerine göre kodlanmıştır. Bu araştırmada kurum türüne göre daha sık şikayet edilen eğitim kurumlarının üniversiteler olduğu bulgulanmıştır. Şikayet konusuna göre eğitimin planlanması, uygulanması ve değerlendirilmesi, idari faaliyetler ve eğitim-öğretim hakkı konu alanında şikayetlerin daha sık olduğu bulgulanmıştır. Şikayetçi profilene göre eğitim kurumlarının iç paydaşlarının daha sık şikayetçi oldukları bulgulanmıştır. Şikayet edilen kurumun finans türüne göre daha sık kamu okulları olduğu bulgulanmıştır. Sonuç olarak eğitim kurumlarında yapılan şikayetler sınavların planlanması, uygulanması ve değerlendirilmesi, burs ve öğrenim kredisi, mezuniyet, kayıt ve bir grup lehine/aleyhine ayrımcılık alanlarında yoğunlaşmaktadır. Araştırma sonuçları dikkate alındığında eğitim-öğretim kurumlarında ölçme ve değerlendirme, burs ve kredi, mezuniyet ve kayıt işlemlerine yönelik düzenlemeler yapılabilir. Bu bağlamda düzenlemeler için ombudsmanlık kurumu ile işbirliği geliştirilmelidir. Öte yandan eğitim kurum türleri içerisinde en sık şikayete konu olan devlet üniversiteleri ve üniversitelerin iç paydaşlarıdır ve şikayet konuları sıklıkla üniversite faaliyetleri ile ilgidir. Tüm bu durumlar dikkate alındığında etkin bir yönetim için üniversite bünyesinde örgütsel ombudsmanlık büroları başka bir ifade ile üniversite ombudsmanlığı büroları oluşturulabilir.
This study aims to explore complaints about education-training services made to the ombudsman institution. For this purpose, ombudsman decision reports were examined in terms of the subject or issue of complaints, the type of institution complained, the complaints profile and complaints years. This study was designed according to the document analysis method of the qualitative research design. The data of current study drived from the complaints made to the ombudsman institution regarding education-training services from 2013 to 2015. The data of current study analysed via document analysis method. In data analysis, codes and categories were developed in accordance with the content analysis method. The decisions are coded in accordance with the following variables: the subject and date of the complaint; the institution complained about, the type of the funding of the institution and the stakeholder type of the complainant. As a result of this research, Regarding the type of the institutions, this study observed that citizens filed complaints most frequently against universities. According to the subject of the complaint, it was found that complaints were more frequent in the subject of planning, implementation and evaluation of education, administrative activities and right to education. Findings of this study indicated that the group who complained more frequently about educational institutions was internal stakeholders. According to the type of financing method of educational institutions, complaints concentrated in public-funded institutions. According to their subjects, complaints concentrated in the planning, administration and evaluation of exams; and complaints were observed in higher frequency in the areas of scholarship, learning loan, discrimination on behalf of a certain group, graduation and certificate. When the results of the research are taken into consideration, arrangements for measurement and evaluation, scholarship and learning loan, graduation and registration processes can be made in educational institutions. In this context, cooperation strategies with the ombudsman institution should be improved. On the other hand, among the educational institutions the universities most frequently complained and they mostly complained by their internal stakeholders and these complaints are often about to the university activities. When all these situations are taken into consideration, the ombudsman offices, in other word the university ombudsman offices can be established within the university for effective management.
This study aims to explore complaints about education-training services made to the ombudsman institution. For this purpose, ombudsman decision reports were examined in terms of the subject or issue of complaints, the type of institution complained, the complaints profile and complaints years. This study was designed according to the document analysis method of the qualitative research design. The data of current study drived from the complaints made to the ombudsman institution regarding education-training services from 2013 to 2015. The data of current study analysed via document analysis method. In data analysis, codes and categories were developed in accordance with the content analysis method. The decisions are coded in accordance with the following variables: the subject and date of the complaint; the institution complained about, the type of the funding of the institution and the stakeholder type of the complainant. As a result of this research, Regarding the type of the institutions, this study observed that citizens filed complaints most frequently against universities. According to the subject of the complaint, it was found that complaints were more frequent in the subject of planning, implementation and evaluation of education, administrative activities and right to education. Findings of this study indicated that the group who complained more frequently about educational institutions was internal stakeholders. According to the type of financing method of educational institutions, complaints concentrated in public-funded institutions. According to their subjects, complaints concentrated in the planning, administration and evaluation of exams; and complaints were observed in higher frequency in the areas of scholarship, learning loan, discrimination on behalf of a certain group, graduation and certificate. When the results of the research are taken into consideration, arrangements for measurement and evaluation, scholarship and learning loan, graduation and registration processes can be made in educational institutions. In this context, cooperation strategies with the ombudsman institution should be improved. On the other hand, among the educational institutions the universities most frequently complained and they mostly complained by their internal stakeholders and these complaints are often about to the university activities. When all these situations are taken into consideration, the ombudsman offices, in other word the university ombudsman offices can be established within the university for effective management.
Açıklama
Anahtar Kelimeler
Studies on Education, Eğitim Üzerine Çalışmalar
Kaynak
Kocaeli University Journal of Education
Kocaeli Üniversitesi Eğitim Dergisi
Kocaeli Üniversitesi Eğitim Dergisi
WoS Q Değeri
Scopus Q Değeri
Cilt
2
Sayı
1
