Measuring Service Quality in Higher Education: A Study of Post-Graduate Students in Northern Cyprus

Main purpose of this research is to test conceptual model that investigates the satisfaction level with service quality from perspective of post-graduate students. Specifically, research aimed on identifying relationship between service quality dimensions and overall student’s satisfaction. HEdPERF model specifically designed for measuring service quality in Higher Education. This thesis tests the relationships among the study variables and satisfaction. The study variables used are “academic aspects”, “reputation”, “non-academic aspects”, “access”, “program issues” which are correlated with students overall satisfaction. Eastern Mediterranean University of Northern Cyprus was taken as a case study, specifically; sample was drawn from two faculties, Business Administration and Tourism where managerial subjects are taught. The relationships were tested using SPSS Statistics 20. The obtained results suggested that service quality variables have significant relationships with the overall satisfaction of post-graduate students of Eastern Mediterranean University of Northern Cyprus. These relationships were examined by distribution of questionnaires to Master and PhD post-graduate students of two faculties of the university. Study tested conceptual model that examined customer satisfaction with service quality. Research was conducted among post-graduate students. The results of this study demonstrated that all five determinants of service quality have correlation with satisfaction. Thesis provides implications for managers and information about limitations of study. Thesis also provides recommendations for future studies. Keywords: Service Quality; Satisfaction; Post-graduate students; Eastern Mediterranean University; Higher Education.