期刊名称：Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi
电子版ISSN：2564-6931
出版年度：2018
卷号：11
期号：1
DOI：10.25287/ohuiibf.310015
语种：English
出版社：Ömer Halisdemir Üniversitesi
摘要：Universities have a strategic significance on education system. The first stage of betterment and improvement of service quality is the measurement of service quality. The more exact and safer information the organizations have about the service that they render,the more efficient they can become in terms of improving the quality for a higher level. This study is aimed to evaluate the differences between students’ expectations and perceptions for each dimension (Tangibles,reliability,responsiveness,assurance and empathy) and for each definition by using SERVQUAL method in order to identify the expectations and perceptions of students in five dimensions with each definition separately. At the end of the study,it is seen that generally the services of Celal Bayar University are below expectations in terms of all dimension according to the students. Besides,while it is obvious that university students give importance to the features related to “Assurance” in terms of quality dimensions,it is found that the least important service dimension is “Responsiveness”. Also,whereas the quality dimension which meets the expectations is “Empathy”,the one which meets the expectations the least is “Assurance”.
其他摘要：Üniversiteler eğitim sistemi üzerinde stratejik öneme sahiptir. Hizmet kalitesini iyileştirme ve geliştirmenin ilk aşaması,hizmet kalitesinin ölçümüdür. Örgütler,sunmuş oldukları hizmetin kalitesi hakkında ne kadar fazla doğru ve güvenilir bilgilere sahip
关键词：Service; Servqual; University; Service Quality
其他关键词：Hizmet; Servqual; Üniversite; Hizmet Kalitesi
