Zehra Bozbay, Fakhri Baghirov, Ye Zhang, Amran Rasli and Meltem Karakasoglu
This paper aims to investigate international students’ perception and satisfaction towards Turkish universities’ service quality.
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.