An implementation of service quality measurement in higher education institutions: the case of Muş Alparslan University

In an increasingly competitive environment, having the power and equipment to compete with its rivals is indispensable for universities. To be able to compete with other universities in this cutthroat competition is only to pursuit the knowledge and technology advancement. The aim of the universities is to provide a good service quality, create a good image and educate qualified students. The increase in the expectation of societies and resemblance has brought the public services of all countries into the transformation process in the globalized world. Higher education services have entered a mandatory transformation process to be a part of public services. This compulsory process has brought competition. In order to determine the situation and know the strong strength in competition, it has become essential to measure the quality of provided services. In this content, service quality measurement methods are frequently used in public institutions and its sub-branch, higher education institutions. In this study, higher education services in Turkey, the expectations of Muş Alparslan University students and the quality of services provided by the University have been analyzed using the Servqual model. A survey within the scope of quantitative research methods was conducted with 474 students studying at Muş Alparslan University. The obtained data were analyzed by SPSS 22,0 model.