Evaluation of perceived service qality at state and foundation universities in Istanbul

In our age, the importance given to the issue of quality in higher education services is gradually increasing. For a quality education, it is necessary to correctly understand the expectations and perceptions of students who are customers of educational services by higher education institutions. The aim of this study is to determine the perceptions of students who study at state and foundation universities in Istanbul and who are customers of educational services about the quality of service. For this purpose, an online survey was conducted with students studying at state and foundation universities in Istanbul using a random sampling method. In the conducted survey, service quality variables were adapted to educational services and it was investigated whether there was a difference between the expectations and perceptions of the students by measuring how they perceive the educational service. Dec. Also, it was also examined whether the socio-demographic characteristics of the students were effective in the perception of service quality. The fact that the perceived service quality score calculated by the SERVQUAL method is positive as a result of the applied survey study shows that the expectations of the students are largely met. In addition, it has been understood that the perception of service quality between state and foundation universities is more positive in favor of foundation universities, and there are significant differences in the perceived service quality according to the students' educational status. As a result of the literature study of the research, it was found that there are a large number of studies on quality and service quality in the literature. However, it has been understood that the number of studies on quality, service quality and quality perception in higher education institutions is less. The results obtained in this study are intended to be useful in improving the quality processes of higher education institutions and in developing marketing strategies.