p-ISSN 2146-796X
e-ISSN 2146-7978
Yunus Söylet

Recep Öztürk
Salih Murat Akkın
Süphan Nasır

Associate Editors
Burak Önal
Harun Serpil
Yiğit Yurder
2020 Volume 10
Deomed Publishing
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Volume 9, Issue 3, December 2019,
Page(s): 263-278
Original Empirical Research
Received: March 29, 2018; Accepted: December 1, 2018; Published online: July 31, 2019
doi:10.2399/yod.18.045; Copyright © 2019, Deomed
Measurement of Service Quality in Public and Private/Foundation University Dormitories: Comparison of Turkish and Foreign Students
Özgür Kökalan1 ORCIDID (E-mail), Cihan Korkmaz2 ORCIDID
1Faculty of Business and Management Sciences, Istanbul Sabahattin Zaim University, Istanbul, Turkey
2Business Administration Master's Degree (Non-Thesis) Program, Institute of Social Sciences, Istanbul Sabahattin Zaim University, Istanbul, Turkey
*This paper is produced from the dissertation of Business Administration Master's Degree (Non-Thesis) Program in Istanbul Sabahattin Zaim University Institute of Social Scences.
The main aim of this study is to determine the service quality of dormitories based on service quality perceptions and expectations of students. In this article, it is also aimed to reveal the shortcomings of student dormitories in terms of service quality levels, and to present Turkish and foreign students' suggestions to address these shortcomings. There are many studies on the service quality of student dormitories in Turkey. However, none of these studies have addressed the service quality of student dormitories from the perspective of Turkish and foreign students. Therefore, this study is original and valuable. The study was carried out through quantitative data analysis. It was carried out with 394 students selected through the convenience sampling method. The SERVQUAL scale, which is frequently used in the measurement of service quality, was used. According to the research results, both the state and private/foundation university dormitories fail to meet the quality of service expected by the students. In particular, it seems that state dormitories perform worse in this regard. In addition, it was determined that the foreign students' service quality expectation about the dormitories was lower than that of the Turkish students, but their satisfaction levels were low and similar to theirs.
Keywords: Higher education, service quality, SERVQUAL scale, student dormitory
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Yükseköğretim Dergisi / Journal of Higher Education (Turkey)

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