SERVICE QUALITYMEASUREMENTON EDUCATION SERVICES MARKETING AND RELATIONSHIPBETWEEN PERCEIVED SERVICE QUALITYAND STUDENTSATISFACTION

Abdullah Okumus and Adnan Duygun ()
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Adnan Duygun: Istabul University

Anadolu University Journal of Social Sciences, 2008, vol. 8, issue 2, pages 17-38

Abstract: Nowadays, quality education is one of the main subjects that have to be dwelled on. For quality education, students’expectations and perceptions that take education should be understood. Thus, expectations can be responded and perceived quality related to education services that were taken, could increases. In literature, perceived service quality is defined as the difference between expected service and perceived service. The main purpose in this study is to determine perceived education service quality by students who take education and also the relationship between perceived education service quality and satisfaction. At the end of this study, it is found that there was a difference between expected service and perceived service and a positive relation between perceived service quality and customer satisfaction.

Keywords: Education services marketing; service quality; SERVQUAL; satisfaction (search for similar items in EconPapers)
JEL-codes: M31 L89 (search for similar items in EconPapers)
Date: 2008

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Persistent link: http://EconPapers.repec.org/RePEc:and:journl:v:8:y:2008:i:8:p:17-38

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