A RESEARCH ON DETERMINING THE SERVICE QUALITY AND THE PERCEPTION OF QUALITY IN HIGHER EDUCATION

Abstract

Author(s): Ezgi CEVHER

“Students” constitute the most important target group between the people who get service in higher education especially from universities. Thus, there have been researches that handle the students as the party evaluating the services in higher education. From this point of view, the service quality factors are defined in higher education. In this study, the perception of quality was investigated considering the service quality factors. The purpose is to determine the quality perception of students within the framework of higher education service quality factors, and give suggestions to improve the service quality of the higher education. For this, a vocational high school of a state university was chosen as a research area. The opinions of the students who had “service quality” class during their two-year degree educational least one time in total, were analyzed through the qualitative analysis.

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