International students' service quality evaluations towards Turkish universities
QUALITY ASSURANCE IN EDUCATION, vol.28, no.3, pp.151-164, 2020 (ESCI, Scopus)
- Publication Type: Article / Article
- Volume: 28 Issue: 3
- Publication Date: 2020
- Doi Number: 10.1108/qae-06-2019-0061
- Journal Name: QUALITY ASSURANCE IN EDUCATION
- Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus, Academic Search Premier, EBSCO Education Source, Educational research abstracts (ERA), ERIC (Education Resources Information Center)
- Page Numbers: pp.151-164
- Istanbul University Affiliated: Yes
Abstract
Purpose This paper aims to investigate international students' perception and satisfaction towards Turkish universities' service quality. Design/methodology/approach This paper used modified version of SERVQUAL questionnaire for education purpose to collect data. Data were collected from 168 international students studying in public and private universities in Turkey. Findings Based on findings of this study, there is negative gap between perception and expectation for all 35 items in questionnaire among international students. Practical implications This study adds on educational service quality literature in developing country, specifically in Turkey. Additionally, decision-makers, institutions, etc. can use findings of this study to overcome the dissatisfactions and difficulties faced by international students in Turkey. Originality/value This study fulfills identified need to study international students' perception and satisfaction towards Turkish universities.