Title: Service quality determiners in higher education: the student's perspective

Authors: Mehmet Pekkaya; Öznur Pulat; İlknur Zeydan

Addresses: Business Administration, Zonguldak Bulent Ecevit University, Zonguldak, Turkey ' Zonguldak Bulent Ecevit University, Zonguldak, Turkey ' Karabük University, Karabük, Turkey

Abstract: Higher education (HE) institutions, which are the highest step in training qualified people, provide economic and socio-cultural added value to their regions by ensuring its sustainability via service quality (SQ) and students' satisfaction (SS). The purpose of this study is to measure the HE SQ/SS, and determining factors that affect SS from HE, and reporting the findings to researchers/decision-makers. According to the results, the sample students' views on the SQ factors can be accepted nonbiased in terms of students' gender and unit of membership in the university but biased in terms of students whose families living in different locations. The factors of 'administrative quality, attitude and behaviour', 'physical environment quality, support infrastructure', 'core educational quality, curriculum', and 'transformative quality' have a quite powerful effect on SS from HE. In case of improving these factors, SS from HE would be increased more effectively than other factors.

Keywords: higher education; HE; service quality; SQ; student satisfaction; SS; Hesqual.

DOI: 10.1504/IJSEM.2023.132233

International Journal of Services, Economics and Management, 2023 Vol.14 No.3, pp.270 - 300

Accepted: 15 Nov 2022
Published online: 13 Jul 2023 *

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