International students’ service quality evaluations towards Turkish universities

Abstract

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.

Citation

Bozbay, Z., Baghirov, F., Zhang, Y., Rasli, A. and Karakasoglu, M. (2020), "International students’ service quality evaluations towards Turkish universities", Quality Assurance in Education, Vol. 28 No. 3, pp. 151-164. https://doi.org/10.1108/QAE-06-2019-0061