International students’ service quality evaluations towards Turkish universities

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 interna...

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Bibliographic Details
Published in:Quality assurance in education 2020-07, Vol.28 (3), p.151-164
Main Authors: Bozbay, Zehra, Baghirov, Fakhri, Zhang, Ye, Rasli, Amran, Karakasoglu, Meltem
Format: Article
Language:English
Subjects:
College Students
Competitive advantage
Educational Quality
Educational Strategies
Foreign Countries
Foreign Students
Higher education
Intellectual property
International education
Perceptions
Private Colleges
Quality of education
Quality of service
School Attitudes
Student Attitudes
Student Projects
Student Satisfaction
Study abroad
Universities
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Summary: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.
ISSN:0968-4883
1758-7662
DOI:10.1108/QAE-06-2019-0061