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Serv‹ce Qual‹ty Measurementin The Turkish Higher Education System W‹th Servqual Method

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Author Info
Veysel Yilmaz
Zeynep Filiz
Betul Yaprak () (Eskisehir Osmangazi University)
Abstract

This study was conducted to reveal the difference between expected service and perceived performance of students about the services by their university who study in Faculty of Science of two universities in Eskiflehir Osmangazi and Anadolu University . The SERVQUALservice quality measurement method developed by Parasuraman, Zeithhaml and Berry was used in purpose of determining the dimensions of service quality, assigning the significance level of these dimensions and comparing these two universities with each other. The significance and consistency of SERVQUALmodel was tested by means of various statistical analyses which were applied. One of the findings of the study is that perceived service quality scores of Anadolu University students arehigher than Osmangazi University students’scores. In addition, students have given most of the importance to dimensions of proficiency in quality and enthusiasm. When compared with each other, the perceived service quality scores on quality dimensions are higher in proficiency aspect for Osmangazi University, while they are higher in enthusiasm aspect for Anadolu University.

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File URL: http://www.anadolu.edu.tr/arastirma/hakemli_dergiler/sosyal_bilimler/pdf/2007-2/bolum_17.pdf
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Publisher Info
Article provided by Anadolu University in its journal Anadolu University Journal of Social Sciences.

Volume (Year): 7 (2007)
Issue (Month): 2 (December)
Pages: 299-316
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Handle: RePEc:and:journl:v:7:y:2007:i:2:p:299-316

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Related research
Keywords: SERVQUAL; Quality in higher education; Service quality;

Find related papers by JEL classification:
C30 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - General

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