The effect of service quality as part of total quality management on customer satisfaction and an application at Eskişehir Yunusemre Dormitory Directorship

The development of service sector all over the world is also experienced in Turkey and since 1980?s there have been remarkable improvements in Turkey. With reduction of the problems confronted in the pocess of service production, quality has gained importance among all services whatever they may be.It is very important to know how service is valued by the customer in banking sector where the product is service. Consequently, it becomes an unavoidable burden to improve the services in which they determined any dissatisfaction by measuring customer satisfaction continuously.How the services would be harmonized with the quality standarts developed for concrete products, and how the customer satisfaction would be measured have been long discussed due to the service properties like the participating role of the customer, abstractness, nonstandardizebility, flimsity, synchrony of production and consumption.To provide service quality is the main factor to satisfy customer needs. The criteria for quality service is a happy customer. To say any service is quality or not it is depend on customer satisfaction rate. TQM is a person-focused management system with the main target of continually increasing costumer satisfaction at the lowest possible cost.İn this study; our purpose is to clarify the students resident in Eskişehir Yunusemre Dormitories, expectation and satisfaction level. So that a poll consist of 82 question has been taken. 128 each poll has been filled by students. It has been attempted to measure the students satisfaction about service quality and expectation by using statistical package for sociel sciences 15 (SPSS 15) program.It has been determined by research finding that the students resident in Yunusemre Dormitories are not satisfied, generally. In addition, it has been stated in research that there is troubles about physical condition dormitory building and managment application. To provide the students satisfaction, depending on affective service quality, suggestions have been presented for dormitory management what they need to do.The higher education institutions which have established their quality management systems try to find out weak and strong areas by measuring student satisfaction.Keywords: Questionnaire, Service quality, Quality, Customer satisfaction, Total quality management, The higher education dormitory.