International students' service quality evaluations towards Turkish universities

BOZBAY Z., Baghirov F., Zhang Ye Z. Y., Rasli A., Karakasoglu M.

QUALITY ASSURANCE IN EDUCATION, cilt.28, sa.3, ss.151-164, 2020 (ESCI, Scopus) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 28 Sayı: 3
  • Basım Tarihi: 2020
  • Doi Numarası: 10.1108/qae-06-2019-0061
  • Dergi Adı: QUALITY ASSURANCE IN EDUCATION
  • Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus, Academic Search Premier, EBSCO Education Source, Educational research abstracts (ERA), ERIC (Education Resources Information Center)
  • Sayfa Sayıları: ss.151-164
  • İstanbul Üniversitesi Adresli: Evet

Özet

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.