The Service Quality Perception in Student Affairs: A Single Institutional Experience


TOSUN M. U. , BAŞGÖZE P.

HACETTEPE UNIVERSITESI EGITIM FAKULTESI DERGISI-HACETTEPE UNIVERSITY JOURNAL OF EDUCATION, cilt.30, sa.3, ss.131-146, 2015 (SSCI İndekslerine Giren Dergi) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 30 Konu: 3
  • Basım Tarihi: 2015
  • Dergi Adı: HACETTEPE UNIVERSITESI EGITIM FAKULTESI DERGISI-HACETTEPE UNIVERSITY JOURNAL OF EDUCATION
  • Sayfa Sayıları: ss.131-146

Özet

The quality perception of the services that support university education (like the student affairs unit) involves a significant discussion when these services are related to the behaviors of the students regarding satisfaction. Therefore, the purpose of this study is to measure the overall satisfaction of H.U. students regarding the Student Affairs Office Directorate (SAOD). It will also evaluate the perception of students regarding the service quality, and to observe the direction in which the quality perception of the students regarding Student Affairs Office Directorate (SAOD) varies. It will be noted how it depends on class levels and visit frequencies and the relation between these perceptions and general satisfaction level of the students regarding the SAOD via the SERVQUAL scale. According to the results, the satisfaction level of H.U. students regarding the SAOD is significantly low. Besides, the students perceive the Reliability dimension among the SERVQUAL dimensions as the highest quality and the Responsiveness dimension as the lowest quality dimension. As the class level of the student goes up, the quality perception of the SAOD goes down and as the number of visits decreases, the quality perception increases. Finally, it is determined that the entirety of the service quality dimensions affects the overall satisfaction level of students regarding the related unit.