The effect of service quality in education on consumer satisfaction: An application at Dumlupınar University Institute of Social Sciences

Nowadays, customers have become more conscious and they use the right to evaluatealternative choices in case of dissatisfaction from a certain good or service. Due to this fact, firmsseek different methods for keeping their customers in hand. Firms already know that keeping anexisting customer in hand is cheaper or costs less than reaching and finding new customers.Keeping existing customers is strongly related to customer satisfaction.Customer satisfaction can be defined as: providing appropriate goods and servicesdemanded by customer and satisfaction of all kind of expectations about the product afterpurchasing process by customer completed. In recent days, Customer satisfaction phenomenon hasbecome more important in education sector. Private establishments operating in primary andsecondary education are now operating in higher educationCustomer satisfaction of students is becoming more important in order to improve quality ofeducation and persistence of activities for the public and private sector establishments operating ineducation sector.This study tries to determine the factors that affect student satisfactions at DumlupinarUniversity Institute of Social Sciences by using a survey study.In the first chapter of this study, main topic is service quality in education. Under this maintopic, the concepts of education, service, quality and reflection of these concepts on Highereducation are elaborated. In the second chapter the main topic is customer satisfaction. Under thismain topic, the concepts of customer, satisfaction, customer orientation and needs of customer arediscussed.The last chapter consists of data, methods and results of the survey study which was carriedout on students of Institute of Social Sciences at Dumlupinar University.