IDEAS home Printed from
   My bibliography  Save this article

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


  • Veysel Yilmaz
  • Zeynep Filiz
  • Betul Yaprak

    () (Eskisehir Osmangazi University)


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.

Suggested Citation

  • Veysel Yilmaz & Zeynep Filiz & Betul Yaprak, 2007. "Serv‹Ce Qual‹Ty Measurementin The Turkish Higher Education System W‹Th Servqual Method," Anadolu University Journal of Social Sciences, Anadolu University, vol. 7(2), pages 299-316, December.
  • Handle: RePEc:and:journl:v:7:y:2007:i:2:p:299-316

    Download full text from publisher

    File URL:
    Download Restriction: no

    More about this item


    SERVQUAL; Quality in higher education; Service quality;

    JEL classification:

    • C30 - Mathematical and Quantitative Methods - - Multiple or Simultaneous Equation Models; Multiple Variables - - - General


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. 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). General contact details of provider: .

    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.

    We have no references for this item. You can help adding them by using 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 RePEc Author Service 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.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.