The Service Quality of Public and Foundation (Private) Universities in Turkey from the Perspectives of Turkish and International Students

Abstract

The aim of this article is to compare the service quality expectations and perceptions of the students attending public and foundation universities in Turkey. In this research, quantitative analysis was used. This research was conducted with 875 students using the convenience-sampling method. In this research, SERVQUAL Scale, which is frequently used in measuring service quality in the world, was adapted and used for universities. According to the results of this study, it has been found that service quality expectations of the students attending the universities in Turkey are high, but the universities cannot fully meet these expectations. It has been seen that the international students compared to Turkish students have lower expectations. It has been also found that foundation universities meet the service quality expectations of their students more than the public universities. Some studies determine the service quality of universities in Turkey. But none of these studies have investigated the service quality of universities from the perspective of Turkish and international students.

Relationships Between Student Characteristics and Perception of the Quality of Tourism, Hospitality and Leisure Courses According to the SERVQUAL Scale

“…Still, there are studies using samples of post-graduate students from higher education institutions, especially master's degree courses (Gonzalez Aleu et al, 2021;Tsiligiris et al, 2022), doctor's degree courses (Gregory et al, 2019) and both (Abdullah Rozak et al, 2022;Bozbay et al, 2020;Kökalan et al, 2022;Sohail & Hasan, 2021;Toghroli et al, 2021). Some studies also focused on e-learning, such as Ivanaj et al (2019), Tere et al (2020) and Uppal et al (2018).…”