EconPapers    
Economics at your fingertips  
 

Evaluation Of The Service Quality And Satisfaction In The Turkish Higher Education In Terms Of International Students

Nizamettin Bayyurt
Additional contact information
Nizamettin Bayyurt: IWE

Global Economic Observer, 2019, vol. 7, issue 1, 008-015

Abstract: Purpose- The purpose of the study is to explore the service quality of Turkish higher education, the satisfaction level of international students and the critical SERVQUAL dimensions in terms of international students’ satisfaction Research Methodology- A questionnaire was designed and applied by using SERVQUAL model to collect data from international students. The survey was conducted with 198 international students from different nationality, sexes and ages. Findings- The results reveal that international students are poorly satisfied in general. They find the service quality of higher education poor. They are at most satisfied in tangible and reliable sense from their universities while the least satisfied area is assurance. The significant SERVQUAL dimensions for satisfaction were reliability, empathy and tangibility. Responsiveness and assurance were not significant. Research limitations- Survey was implemented via internet. Face to face interview might be beter to make sure respondents understand the questions correctly. Practical implications- The number of international mobile students was reached 5 million in 2016 and is estimated that will exceed 7 million by 2020. The expenditures of foreign students is around 30 thousand US dollars annually on average. Economically, 7 million international students will create a $210 billion total market in 2020. The quality of education is the first element considered by foreign students in determining the country and university to study. Therefore, the service quality of higher education and the resultant satisfaction levels of international students must be determined consistently to attract international students. Originality/Value- This study is one of the few studies regarding the service quality and satisfaction especially in the context of international students in the Turkish higher education.

Keywords: Higher Education; Service Quality; International Students; Satisfaction; Turkey (search for similar items in EconPapers)
JEL-codes: I23 O14 I21 L8 (search for similar items in EconPapers)
Date: 2019-06
References: View complete reference list from CitEc
Citations: Track citations by RSS feed

Downloads: (external link)
http://www.globeco.ro/wp-content/uploads/vol/split ... vol7_no1_art_001.pdf First version, 2019 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ntu:ntugeo:vol7-iss1-19-008

Access Statistics for this article

Global Economic Observer is currently edited by Serghei Margulescu and Simona Moagar-Poladian

More articles in Global Economic Observer from "Nicolae Titulescu" University of Bucharest, Faculty of Economic Sciences Contact information at EDIRC., Institute for World Economy of the Romanian Academy
Bibliographic data for series maintained by Stefan Ciucu ().

 
Page updated 2019-07-27
Handle: RePEc:ntu:ntugeo:vol7-iss1-19-008