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2018, Cilt 8, Sayı 2, Sayfa(lar) 245-253
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DOI: 10.5961/jhes.2018.267
Measurement Methods of Service Quality and a Proposal of Methodology for Information Resource of Strategic Management in Higher Education
Oğuzhan AYTAR, Umut ÇİL, Deniz HOŞBAY BAYRAKTAR, Şerife SOYLU
Karamanoğlu Mehmetbey University, Faculty of Economics and Administrative Sciences, Department of Business Administration, Karaman, Turkey
Keywords: Higher education, Service quality, Strategic management

The purpose of this study is to evaluate comparatively the service quality measurement models and measurement dimensions based on the Servqual Model in higher education and propose a distinctive strategic model. Descriptive analysis method was adopted in the study. The thematic framework is the service quality in higher education. It has been determined that the expected service quality scores are higher than the perceived service quality in all studies under evaluation and a model has been proposed to help strategic management decisions to close the gap. In this context, the difference between students’ expectations of university life and the perceptions of practical education will help to make student-oriented developments in the future of university life and education. Strategic tools that can shape their future decisions are required in order to provide a qualitative transformation in education and different expansions in line with it. The systematic process to be followed within the scope of the study and the method suggested, the evaluation source material that the process creates and the information obtained as a result of the study will contribute to the content that meets these needs.

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