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Turkish
p-ISSN 2146-796X
e-ISSN 2146-7978
Editor-in-Chief
Yunus Söylet

Editors
Recep Öztürk
Salih Murat Akkın
Süphan Nasır

Associate Editors
Burak Önal
Harun Serpil
Yiğit Yurder
2021 Volume 11
 
 
Deomed Publishing
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Volume 11, Issue 1, April 2021,
Page(s): 161-173
Original Empirical Research
Received: February 13, 2020; Accepted: October 12, 2020; Published online: April 14, 2021
doi:10.2399/yod.20.688862; Copyright © 2021, Deomed
Development of Service Quality Scale in Higher Education: A Validity and Reliability Study
Şakir Çınkır1 ORCIDID, Sevgi Yıldız2 ORCIDID (E-mail), Gül Kurum3 ORCIDID
1Department of Educational Sciences, Faculty of Educational Sciences, Ankara University, Ankara, Turkey
2Department of Educational Sciences, Faculty of Education, Ordu University, Ordu, Turkey
3Department of Educational Sciences, Faculty of Education, Trakya University, Edirne, Turkey
Abstract
Students have become highly critical and analytical in selecting the higher education institution they would like to study at. It has become important for higher education institutions to be preferred by such prospective students as well as ensuring the commitment and retention of their current students. Universities, as the most important representatives of higher education institutions, are evaluated directly and indirectly by their stakeholders regarding the quality of the services they provide. Service quality and satisfaction surveys based on these evaluations can have a wide variety of implications on institutional rankings, preferability, financial policies, etc. This study aims to develop a scale specific to Turkish Higher Education Institutions to determine the quality of services offered in higher education according to the satisfaction perceptions of undergraduate students. Accordingly, the first draft of a 53-item seven-dimensional five-point Likert type scale was created. The piloting version of the scale was applied to a total of 500 undergraduate students, of whom 346 were female and 149 male, who were continuing their studies in 15 faculties of a public university in Turkey. Further, particular care was taken to include students who were in their second year or higher seniority at the university so that they would have had sufficient time to benefit from the services offered. A 29-item structure with three sub-dimensions was revealed as a result of the exploratory factor analysis performed. The sub-dimensions were named as "Academic services", "Administrative services", and "Campus facilities". The findings of the confirmatory factor analysis conducted on 1782 participants support the structure validity of the scale. Based on the findings, the Service Quality in Higher Education Scale has been determined to be a highly reliable and valid scale that can be used to specifically measure the quality of services offered in higher education.
Keywords: Higher education, service quality, satisfaction, undergraduate students, university
How to cite this article: Çınkır, Ş., Yıldız, S., & Kurum, G. (2021). Yükseköğretimde Hizmet Kalitesi Ölçeğinin geliştirilmesi: Geçerlik ve güvenirlik çalışması. Yükseköğretim Dergisi, 11(1), 161-173.
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Yükseköğretim Dergisi / Journal of Higher Education (Turkey)

Yükseköğretim Strateji ve Araştırma Derneği (YÖSAD) yayın organıdır. Deomed Yayıncılık tarafından yayımlanmaktadır. / Official Publication of the Higher Education Strategy and Research Association (YÖSAD). Published by Deomed Publishing. Copyright © 2021, Deomed.
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Yükseköğretim Dergisi çevrimiçi (online) sürümünde yayımlanan akademik içeriğin kullanım hakları, ilgili içerikte tersi belirtilmediği sürece Deomed Yayıncılık tarafından Creative Commons Attribution-NoCommercial-NoDerivs 4.0 International (CC BY-NC-ND4.0) lisansı aracılığıyla bedelsiz sunulmaktadır. / Except where otherwise noted, academic content of this online version of the journal by Deomed Publishing is licensed under the terms of Creative Commons Attribution-NoCommercial-NoDerivs 4.0 International (CC BY-NC-ND4.0) License.