Measuring service quality: An application at a university

The rapidly increasing competitive environment with the political, economic, social, radical developments and technological changes in the global economy also exposes the service branches. It is one of the areas where competition is seen in universities. With the increase in the number of universities, competition between higher education institutions is increasing rapidly. In this competitive environment, universities are in a race not for financial resources but for qualified faculty members and qualified students. The reason for choosing an institution with qualified faculty members and qualified students is the quality of service provided by the university. As the share of the service branch in the global economy further increases, the universities providing the service have started to work on expanding the service, taking into account the satisfaction of the students. Since the quality of the service provided varies from customer to customer or student to student, the SERVQUAL scale developed by Parasuraman, Zeithaml and Berry was developed. The SERVQUAL scale, which has been used to determine service quality since 1988, is a comparison of the student's expectations from the service and the actual service received. In this research, the concepts of service, quality and service quality were explained and a survey was conducted to measure the expected and perceived service quality of business administration students studying at Nazilli Faculty of Economics and Administrative Sciences. In the research, analyzes such as reliability analysis, frequency, percentage distribution, arithmetic mean and standard deviation were made. The results of the analysis were explained, the evaluation was made, and the discussion and analysis were included.