Service Quality in Private Secondary Schools: Extension to EduQUAL with a case from Turkey
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Date
2021
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Abstract
Previous research on measuring the service quality presents alternativeassessment instruments of SERVQUAL by customizing the generic indicators of servicequality to sector-specific features for various service markets. EduQUAL is the specificmethod of SERVQUAL assessment for measuring the service quality of educationalservices. This study contributes to the EduQUAL literature by extending with a newdimension covering the quality assessment of the core educational services withempirical evidence generated in 2019 over the secondary-school students of privateschools operating in Turkey. Therefore the current study aims to extend the EduQUALassessment of the private chain schools and aims to which of these successful schools'service quality indicators predict student satisfaction and student loyalty. The study'sdata represents 305 students' perceptions of a private school operating in Turkey withmore than 100 branches. The factor analysis results yield a new dimension related tocore educational services. The regression analyses' results reveal that the coreeducational services predict only student satisfaction with other service qualityindicators. Empathy-related services at schools are the most significant indicators of theEduQUAL both on student satisfaction and student loyalty.
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Eğitim- Eğitim Araştırmaları-İşletme, İşletme, Eğitim, Eğitim Araştırmaları
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Business and Economics Research Journal
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12
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1
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145
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155
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