The relationship between service quality and customer satisfaction: An application in a university dormitory

In this increasing competitive environment due to the globalization, businesses have been doing some studies about how their goods and services can be of better quality to survive in market. The service quality is the difference between the expectations of customers and the customers' understanding of the businesses' service. Advertisements, the expectation of quality, using the same service before or the other people's opinions about the service have effected the expectations of customers. Businesses can control these concepts that attract the expectations of customers. Customer satisfaction, in generel, mean the fulfilment rate of the customer expectations before buying, after the customers buy the product. But it must be known that meeting the customers' needs doesn't mean the customer satisfaction will be high. In this case, it is necessary to make some researches to determine the expectations of customers and to know the customer satisfaction level. In this study, it is tried to be determined the effect of the service quality in higher education student hostels on customer satisfaction and how the service quality effects the customer satisfaction. The study was carried in Hüsnü Özyeğin higher education student hostels in Dumlupınar University in Kütahya. Study datas were provided by questionnaires and some statistical analysis were used for the determination of the results. According to result of the survey, it was determined that service quality components had significiant effect on customer satisfaction for statistical purposes. This thesis also includes recommendations for all higher education student hostels and researchers.