IDEAS home Printed from
MyIDEAS: Log in (now much improved!) to save this article

Serv‹Ce Qual‹Ty Measurementin The Turkish Higher Education System W‹Th Servqual Method

Listed author(s):
  • Veysel Yilmaz
  • Zeynep Filiz
  • Betul Yaprak


    (Eskisehir Osmangazi University)

Registered author(s):

    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.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL:
    Download Restriction: no

    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

    in new window

    Handle: RePEc:and:journl:v:7:y:2007:i:2:p:299-316
    Contact details of provider: Postal:
    Yunus Emre Kampusu 26470, Eskişehir

    Phone: (90) (222) 335-0580 x 2743
    Fax: (90) (222) 320-1304
    Web page:

    More information through EDIRC

    No references listed on IDEAS
    You can help add them by filling out this form.

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:and:journl:v:7:y:2007:i:2:p:299-316. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Social Sciences Institute)

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.