Abstract:

In this study, it is aimed to review and evaluate the university’s complaint handling mechanism from the perspective of students. The sample of the study consists of 61 students who had filed a complaint to the university via ‘complaint/suggestion form’. All data were gathered by questionaires that consist of two parts. First part prepared to evaluate the complaint management process and students’ attitudes towards this process with 34 questions which were used in researches and studies by Ekiz et. all (2008), Kılıç and Ok (2012), Sarıdaldı and Sevim (2009). Second part consist of 7 questions which are prepared by researchers to determine the demographic characteristics of the participants' personal information. As a result of analyzing the findings, the deficiencies of the current complaint handling mechanism and the issues that need to be changed and improved are identified.

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