Adoption level of the quality processes by the administrative staff in the Sakarya University

In this study, the level of adoption of quality processes by administrative staff working at Sakarya University has been researched. Quality is a continuous process which comes with continuous improvement. Administrative staff, who are in the position of internal customers in the higher education institutions, which are one of the institutions that produce service, are asked to apply the services they provide to all the customers equally and positively. In this study, the level of perception of the quality processes of administrative staff that are in the position of internal customers in higher education were examined. The population of the research is constituted by administrative staff working at Sakarya University in spring semester of 2016-2017 academic year. The sample of the research consists of 350 administrative staff. As the study aims to determine the level of adoption of quality processes by the administrative staff employed at Sakarya University according to different variables, the questionnaire on the level of adoption of quality processes by administrative staff was used as data collection tool. Moreover, with the aim of collecting information about the independent variables, the "Personal Information Form" prepared by the researcher was used. Data obtained by means of data collection tools were analysed by SPSS 20.0 program. Kolmogorov-Smirnov test was performed to test whether the data were normally distributed and parametric tests were used as it was found that the data were normally distributed. Percentage, frequency, arithmetic mean, standard deviation, Pearson correlation test, unrelated samples t-test and one-way analysis of variance (One-way ANOVA) tests were performed in the analysis of the data based on the sub-problems. The level of significance was accepted as 0,5 on testing the significance of differences. According to the results of the study, when the opinions of the administrative staff regarding the impact of quality improvement studies practiced by Sakarya University on the improvement and productivity of the institution are examined, it is observed that administrative staff has reached a high level of participation in quality studies at Sakarya University. Administrative staff of Sakarya University state that the quality processes contribute to the image of the institution, to the development of the university and that they increase the success of the institution.