Abstract:

The universities have a strategic importance on the educational system. The first step in improving and improving the quality of the service is the measurement of the quality of the service. The more accurate and reliable information the organizations have about the quality of the service they provide, the more efficient they can be at the point of bringing the quality to higher levels. This study was conducted with the aim of using the SERVQUAL method in measuring the quality of service at Celal Bayar University, identifying the students’ expectations and perceptions in five dimensions (physical characteristics, reliability, enthusiasm, confidence and empathy) and individually with each expression to evaluate the differences between the students’ expectations and perceptions for each and each dimension. The study has shown that the services provided by Celal Bayar University in general are below their expectations in all sizes. This reflects that, in terms of quality dimensions, the university students are considered to pay attention to the characteristics related to "confidence"; while the service size is found to be "confidence". In addition, the size that meets the expectations as the quality of service from the student’s point of view, the size that meets the “Empati” while the size that meets the “Confidence” is found as the size.

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