Quality of service in education: An application in Duhok city

In this study, it is aimed to investigate the service quality in education sector and its application level in high schools. The questionnaire consists of two main sections. The first section includes five dimensions to measure quality assurance in high school education, namely the quality of the teaching staff, the quality of the teaching, the quality of the students, the quality of the curriculum and the quality of the teaching equipment. In the second part, ServQual scale was used to measure functional service quality and physical characteristics, reliability, enthusiasm, confidence and empathy were given. The survey was conducted in six state high schools in Dohuk, Iraq, and 400 interviews were conducted with high school students. Before analyzing the data, the construct validity and reliability of the scales used in the research were tested. For this purpose, reliability analysis was conducted with the discovered and confirmatory factor analyzes.Research hypotheses were tested with t test and one way analysis of variance. As a result of the analysis, it was seen that female students made higher evaluations than male students in the evaluations regarding the quality of teaching staff, quality of educational tools, quality assurance, physical characteristics, reliability, enthusiasm, trust and empathy. According to the analyzes carried out according to the field of study of the students, it was seen that there was no difference in the evaluation of any dimension depending on the field. In the evaluations regarding the high schools serving in the province of Dohuk, the evaluations regarding all dimensions are above average. Although the quality of education service is not bad, improvement is needed. Key Words: Education, Service Quality, Quality Method, Iraq, Dohuk. 2019, 103 Pages