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Measuring The Quality Of Service And A Research On Gronroos Model
(Istanbul Univ, 2006) Gurbuz, Esen; Ergulen, Ahmet
The measurement of service quality - due to the characteristics of services like intangibility, synchronicity of production and consumption - is much more complex than the measurement of the quality of tangible products, and hence it requires different service quality measures and models. The well-known models on the measurement of the quality of services in the literature are the Servqual, Servperf and Gronroos models. These models can also employed in the measurement of the quality of services in Higher Education Institutions. In the measurement of the services quality in Higher Education Institutions, although only the students, academic and non-academic personel are generally assumed as consumers, it is obvious that the definition of the consumers of Higher Education Institutions should cover a wider area and groups such as students, personel, industry, public, state, financial institutions and families. This study evaluates the service quality of the Nigde University considering the findings of a survey implemented to the people of Nigde. In this research, Gronroos Model, which is widely accepted as an important model in the measurement of service quality, is employed and the findings obtained from statistical analysis are interpreted.