Perceptions of tourism department students on service quality in higher education

Institutes for higher education, main task of which is to research and disseminate information, have to focus on improving quality in their services other than education. The fact that institutes for higher education act with an understanding based on student satisfaction is the most important factor that will bring them success and superiority in the future. However, it is necessary to measure the quality of the services offered at different times and to take corrective measures by evaluating the results. With this research, it is aimed to evaluate the quality of the service that Akdeniz University offers to the students of the tourism department. It has been studied to determine that the service quality dimensions offered to the students studying in the tourism departments of Akdeniz University according to the HEdPERF scale, the relations with students' demographic characteristics in line with the determined dimensions, and and whether there are significant differences. To this end, a questionnaire consisting of questions obtained from the HEdPERF scale, which was developed to measure service quality in higher education, was formed. This questionnaire was administered to 482 students studying in the tourism departments of Akdeniz University and the data obtained were subjected to statistical analysis. The service quality dimensions in higher education was determined as "Administrative Aspects", "Academic Aspects", "Program Issues", "Image" and "Accessibility" according to the results of the research. The "Accessibility" dimension has the highest assessment; the "Program Topics" dimension has the lowest assessment having the answers given to the statements explaining these dimensions are investigated. In the research, the relationship between the specified dimensions related to service quality of students in higher education and the demographic characteristics was investigated. According to these results, significant differences between service quality perceptions of "Academic Aspects" dimension and marital status; service quality perceptions of "Academic Aspects", "Program Issues", "Image" dimensions and education style; service quality perceptions of "Administrative Aspects", "Academic Aspects", "Program Issues", "Accessibility" dimensions and education place were determined. Finally, significant differences indicating that the service quality perceptions of "Academic Programs" and "Administrative Aspects" dimensions change depending on income status were determined. With the completion of the research, suggestions were made in the light of the obtained information. Keywords: Service Quality, Students, Higher Education, HEdPERF, Service Quality in Higher Education