Measurement of service quality with SERVQUAL model and implementation in an educational institution

The purpose of this study is to apply the SERVQUAL model widely used in service quality measurement to an educational institution (Karadeniz Technical University) and to measure the quality of service perceived by students in that institution. In the study, firstly, issues of service and service quality are discussed in terms of providing background to study. Then, service quality measurement models and quality issues in educational services are extensively explained. In the practice part of the study, the quality of service perceived by the students was measured by a questionnaire consisting of five dimensions; (i) tangibles, (ii) reliability, (iii) responsiveness, (iv) assurance and (v) empathy. Within the scope of the study, a questionnaire was applied to the students of Faculty of Economics and Administrative Sciences (FEAS) and Engineering Faculty of Karadeniz Technical University. At the end of the study, 249 students from FEAS and 234 students from the Engineering Faculty participated in the survey. The data obtained from the study were evaluated using the SERVQUAL method and analyzed by a number of statistical methods. In conclusion, findings from the study showed that the level of service quality students perceive was low. Keywords: Service, Service Quality, Service Quality Models, SERVQUAL Model,Education Sector.