An evaluation on service quality of graduate-level tourism education institutes

In previous years higher tourism education in Turkey was given largely at the academy level, but recently it is started to be given in faculties. These developments make the studies about tourism education and service quality in these institutions important. In this respect, this study aims to evaluate service quality in institutes of tourism education at the graduate level in the scope of the perceptions of students studying in these institutions. Thus, shortcomings of these institutions which have an important place in the tourism sector to train skilled labor force is given and recommendations about improving the service quality of these institutions is offered. To evaluate the students? perceptions of service quality, the study universe consists of students who were attending these institutions. In this respect the survey was given to 725 students in seven different universities in Turkey. The survey method is used as a method of data collection technique. The survey consists of two parts. The first part consists of questions aimed at identifying participants' some personal characteristics and institutions? information. In the second part of the survey, SERVQUAL (Service Quality) scale is utilized in order to reveal the service qualities of the institutions. The data obtained from survey is resolved in accordance with the purpose of study. As a result of the study; the institutions cannot satisfy the students? expectations. According to the study, expectations of the students of faculties is higher than academy students. In this respect satisfaction of the students of faculties is lower than academy students. Keywords: Tourism Education, Service Quality, SERVQUAL Scale