SERVQUAL TECHNIQUE IN SERV？CE QUALITY: AN UNIVERSITY APPLICATION

Beside the production businesses, the service businesses attach great importance to the quality issue. Almost in every field, the quality of service concept is becoming important. The quality of service perceived by university students in the public sector is important in terms of providing quality learning services. In this study, the quality of service in a faculty is dealt with by the Servqual method; hypothesis’ results were evaluated. While the participants of the expected and perceived service quality did not change according to gender and family income, it was observed that the perceived quality changed according to the age of participants. This shows the influence of past experiences on service perception. When the Servqual scores were taken into consideration, it was revealed that the difference of expectations and perception in the dimension of reliability is the highest. In the direction of these results, strategies can be developed in order to increase student satisfaction in the faculty