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- Title
ÜNİVERSİTELERDE HİZMET KALİTESİNİN SERVQUAL ANALİZİ İLE ÖLÇÜLMESİ: CELAL BAYAR ÜNİVERSİTESİ'NDE BİR UYGULAMA.
- Authors
GERŞİL, Mustafa; GÜVEN, Hüseyin
- Abstract
Universities have a strategic significance on education system. The first stage of betterment and improvement of service quality is the measurement of service quality. The more exact and safer information the organizations have about the service that they render, the more efficient they can become in terms of improving the quality for a higher level. This study is aimed to evaluate the differences between students' expectations and perceptions for each dimension (Tangibles, reliability, responsiveness, assurance and empathy) and for each definition by using SERVQUAL method in order to identify the expectations and perceptions of students in five dimensions with each definition separately. At the end of the study, it is seen that generally the services of Celal Bayar University are below expectations in terms of all dimension according to the students. Besides, while it is obvious that university students give importance to the features related to "Assurance" in terms of quality dimensions, it is found that the least important service dimension is "Responsiveness". Also, whereas the quality dimension which meets the expectations is "Empathy", the one which meets the expectations the least is "Assurance".
- Publication
Omer Halisdemir Universitesi Iktisadi ve Idari Bilimler Fakültesi Dergisi, 2018, Vol 11, Issue 1, p111
- ISSN
2564-6931
- Publication type
Article
- DOI
10.25287/ohuiibf.310015