An Evaluation of Service Quality in Pre-School Education Institutions through Servqual Method: A Sample of Türkiye

Authors : Oğuz Emre, Zekeriya Arslan, Hüseyin Güven, Ayşegül Ulutaş Keskinkiliç

Pages : 125-144

Doi:10.17233/sosyoekonomi.2023.04.06

View : 172 | Download : 201

Publication Date : 2023-10-26

Article Type : Research Paper

Abstract :The service quality of pre-school education institutions is a pivotal issue in meeting the expectations of education policies in Türkiye regarding solution proposals, institution adequacy and dissemination of pre-school education, and supporting children\'s development at a desired level. This study evaluates the service quality in pre-school education institutions through the Servqual method. The study\'s working group consisted of 428 parents whose children learn at pre-school education institutions in İzmir, Diyarbakır, Karaman, Kahramanmaraş, and Zonguldak provinces during the 2020-2021 academic year. The study deployed the Servqual scale as a data collection tool. The results revealed that the parents’ expectations were met regarding tangibles and empathy, while their expectations were unmet regarding reliability, responsiveness and assurance.
Keywords : Okul Öncesi Eğitim, Hizmet Kalitesi, Servqual Yöntem