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2019, Cilt 9, Sayı 1, Sayfa(lar) 123-133
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DOI: 10.5961/jhes.2019.315
Service Quality Measurement in Higher Education: The Case of Registrar’s Office
Nurettin AYAZ1, Ahmet ARAKAYA2
1Karabük University, Safranbolu Faculty of Tourism, Department of Tourism Management, Karabük, Turkey
2Karabük University, Institute of Social Sciences, Department of Business Administration, Karabük, Turkey
Keywords: Higher educational institutions, Registrar’s office, Quality of service

The success of educational services requires the collective movement of many actors (managers, trainers, administrative staff, students) and the necessity of a system that supplies integrity. However, the quality of services which was provided by these actors should be measured at different times and it should be focused on remedial measures by the context of measurement results. This research was carried out with the idea of contributing to services provided by registrar’s office under higher education institutions. In this study, it was aimed to determine expectations and perceptions in the quality of services which was received from registrar’s office by students. For his purpose, data collected by questionnaire from 507 students who have received services from Karabük University registrar’s office between September 2014-June 2015 period. By the result of analyzing survey data for service quality five dimensions including reliability, enthusiasm, physical features, empathy, and trust was reached. These dimensions were compared with demographic and other features of students’ expectations of service quality are prominent by dimensions of reliability, responsiveness, and confidence.

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