Servâ€¹Ce Qualâ€¹Ty Measurementin The Turkish Higher Education System Wâ€¹Th Servqual Method
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 Eskiï¬‚ehir 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 studentsâ€™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.
Volume (Year): 7 (2007)
Issue (Month): 2 (December)
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Web page: http://www.anadolu.edu.tr/akademik/birim/genelBilgi/205/3429/1
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