The mesurement of the quality of the services towards the students in higher education: A research on the students of the Faculty of Economical and Administrative Scinces of Akdeniz Universty

ABSTRACTWith the inflicts of the new global order; the economical systems have started to be alteringeach other more then ever ,and the world?s trade sliding to one single common market havebeen effected the production methods and the management perspectives deeply.With the changing of the management approaches had also been effective on the qualityconcepts ; and the understanding of quality in the beginning of the century and the qualityapproach at the point where has been reached today have differed significantly.The quality concept which has been used in industry since the beginning of the century hasaspecially after the 1980?s penetrated the services sector.How the services would beharmonized with the quality standarts developed for concrete products, and how the customersatisfaction would be measured have been long discussed due to the service properties like theparticipating role of the customer,abstractness,nonstandardizebility,flimsity,synchrony ofproduction and consumption..The SERVQUAL model which was develpoed by 1980?s hasbeen an ideal model for the measurement of the services quality.Its not being applicable to allsectors with the same effectivity has been a matter of critisism but with the changes within thescala depending on the sector effective measurements could have been made in differentsectors.The quality of education is defined as fulfilling the aims and functions of education.the aimsin this definiton, are described as the effectivity of learning and the functions as preparing thestudents to the outer media, and enabling their succes in the business life.The highereducation institutions which have established their quality management systems try to find outweak and strong areas by measuring student satisfaction.This study aims to develop a student satisfaction scala which can be used in higher educationinstitutions.Education is basicaly a piece of services sector.For this reason, when measuringthe student satisfaction in education tools developed for measuring the quality of serviceshave been benefited.By the help of the developed ?student satisfaction scala? the involvementof the students in the production processes has been aimed.Besides it is believed that anapplication in the university general would bring very significant benefits in the matter ofinstitutional evaluating