Devlet ve özel/vakıf öğrenci yurtlarının hizmet kalitesinin ölçülmesi: Türk ve yabancı öğrenciler açısından karşılaştırma

Abstract

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.