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Service Qualitymeasurementon Education Services Marketing And Relationshipbetween Perceived Service Qualityand Studentsatisfaction

Author

Listed:
  • Abdullah Okumus
  • Adnan Duygun

    (Istabul University)

Abstract

Nowadays, quality education is one of the main subjects that have to be dwelled on. For quality education, students’expectations and perceptions that take education should be understood. Thus, expectations can be responded and perceived quality related to education services that were taken, could increases. In literature, perceived service quality is defined as the difference between expected service and perceived service. The main purpose in this study is to determine perceived education service quality by students who take education and also the relationship between perceived education service quality and satisfaction. At the end of this study, it is found that there was a difference between expected service and perceived service and a positive relation between perceived service quality and customer satisfaction.

Suggested Citation

  • Abdullah Okumus & Adnan Duygun, 2008. "Service Qualitymeasurementon Education Services Marketing And Relationshipbetween Perceived Service Qualityand Studentsatisfaction," Anadolu University Journal of Social Sciences, Anadolu University, vol. 8(2), pages 17-38, December.
    • Handle: RePEc:and:journl:v:8:y:2008:i:8:p:17-38
    as

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    File URL: http://www.anadolu.edu.tr/arastirma/hakemli_dergiler/sosyal_bilimler/pdf/2008-2/2008_02_02.pdf
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    More about this item

    Keywords

    Education services marketing; service quality; SERVQUAL; satisfaction;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L89 - Industrial Organization - - Industry Studies: Services - - - Other

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