Üniversitelerde servqual tekniği ile algılanan hizmet kalitesinin ölçülmesine yönelik karşılaştırmalı bir araştırma

Abstract

This study aims to measure the expectations and perceptions of students of the Dokuz Eylül and Ege Universities, Department of Business Management with regard to the characteristics of the services offered to students, the shortcomings of these services and the relationship between the descriptive variables and service quality by using the SERVQUAL tecnique. It is concluded that the service quality in both departments cannot reach the level the students’ expectations although there are some differences between the business departmants. Therefore, it is clear that the administrations in the faculties need to improve the quality of services they offer.