Yüksek öğretimde öğrenci işleri hizmet kalitesinin ölçümü ve bir örnek uygulama

Abstract

Due to its main characteristics of intangibility, inseparability, heterogeneity andperishability, it is quite difficult to describe and measure the service quality in general. A number of methods have been developed to measure service quality in the application areas. As one of these methods, SERVQUAL is to be used in this study to measure the service quality of student affairs at higher education and the gaps between expected service and perceived performance for the service beneficiaries are derived.