Özet:

Even though service as a concept, which we face frequently in daily life, is the main point of social life, the intangibility of the service concept, perceiving and standardizing of the features of service causes some complexities. The measurement of the service quality by customers is harder than the measurement the quality of manufactured goods. The Servqual method that combines the dimensions of tangibles, reliability, responsiveness, assurance and empathy helps to measure the service quality. This study is done among a group of students staying in a hostel in Eskişehir and it was conducted to reveal the difference between expected service and perceived performance of the hostel. A questionnaire to measure the service quality of the hostel was used and a total of 310 students staying in hostel were interviewed. The data from the measuring were analysed and the level of perception and expectation of students were compared. According to the results of data, it was determined that students’ satisfaction about the service in the hostel was lower than their expectations, and the service quality of the hostel was inadequate.

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