The Assessment of Service Quality Perception in Higher Education

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dc.authoridDeniz Gülmez: 0000-0002-9778-0431en_US
dc.contributor.authorYavuz, Mustafa
dc.contributor.authorGülmez, Deniz
dc.date.accessioned2020-01-18T21:02:56Z
dc.date.available2020-01-18T21:02:56Z
dc.date.issued2016
dc.departmentNEÜ, Ahmet Keleşoğlu Eğitim Fakültesi, Eğitim Bilimleri Bölümüen_US
dc.descriptionWOS:000375893100014en_US
dc.description.abstractIncreasing number of higher of education institutions in Turkey brings competition which also features the quality. Service quality in higher education is increasingly spotlighted in recent years. It is important that quality of all services provided by higher education institutions must be in a certain level and respond to the needs. Service quality, in effect, draws on total quality management and customer service as well as on marketing research. Fundamental to service quality is the belief that an organization exists to serve its customers. Perceptions of service quality often differ for individual customer. In the educational environment, one customer might appraise the situation a highquality while another might find the same experience middling. The purpose of the research is to determine service quality perceptions of the students who graduated from the university in Turkey. This research was conducted with mixed methods approach. The HEdPERF scale which used to measure the service quality offered to students in higher education was used and semi- structured interview was conducted to collect data. While the perception of service quality does not indicate a significant difference by gender, it indicated significant differences according to faculties and establishment years of universities.en_US
dc.identifier.citationYavuz, M., Gülmez, D. (2016). The assessment of service quality perception in higher education. Ted Eği̇ti̇m ve Bi̇li̇m, 41, 184, 251-265.en_US
dc.identifier.endpage265en_US
dc.identifier.issn1300-1337en_US
dc.identifier.issue184en_US
dc.identifier.scopusqualityQ3en_US
dc.identifier.startpage251en_US
dc.identifier.urihttps://app.trdizin.gov.tr/makale/TWpZeU56WXlNZz09/the-assessment-of-service-quality-perception-in-higher-education
dc.identifier.urihttps://hdl.handle.net/20.500.12452/1368
dc.identifier.volume41en_US
dc.identifier.wosWOS:000375893100014en_US
dc.identifier.wosqualityQ4en_US
dc.indekslendigikaynakWeb of Scienceen_US
dc.indekslendigikaynakTR-Dizinen_US
dc.indekslendigikaynakScopusen_US
dc.language.isoenen_US
dc.relation.ispartofEğitim ve Bilimen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US]
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectEğitimen_US
dc.subjectHigher educationen_US
dc.subjectService qualityen_US
dc.subjectMixed methoden_US
dc.titleThe Assessment of Service Quality Perception in Higher Educationen_US
dc.typeArticleen_US

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