Abstract:

In recent years, the concept of quality has become an important position in the service sector. By measuring the quality of the service provided by the service providers, it is necessary to identify the expectations and perceptions of the service providers. It is important to develop areas where the service buyers are not satisfied. As in all sectors, the desire to better and better finds its place in the educational sector. The expectation from the educational institutions of the society is to provide quality and service that takes into account the needs of the age. In this regard, the importance of the guidance and research centers within the educational institutions is great. Therefore, this study aims to measure the quality of the service provided in the guidance and research centers by the Servqual scale. The sample of the study was formed by 408 specialized student guardians who apply to the Caribbean Guide and Research Center for educational assessment and recognition in 2021. The result of the study is that the expectations are best met in the size of "Empati" as the quality of service, and the "physical characteristics" in the size of the expectations are least met. Analysis of the expectations of special needs student guardians benefiting from the guidance and research centers is important for the presentation of solutions proposals and for the improvement of the quality of the services offered in the guidance and research centers. This study is believed to be a valuable source presented to literature in the planned research in the field.

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