Faculty of Foreign Languages Preparatory Department Students’ Perceptions of Service Quality and Trust in University

Authors : Yeşim ÖZÇELİK, Türkan ARGON

Pages : 20-31

View : 6 | Download : 10

Publication Date : 2019-06-30

Article Type : Research Paper

Abstract :The aim of this research is to determine Bolu Abant İzzet Baysal University Preparatory Department’s students’ perceptions of service quality and trust in university. In accordance with this purpose, students’ perceptions of service quality and trust in university were determined, and the relationship between service quality and trust in university was examined. According to the results of the research, students’ perceptions of service quality were found at over-medium level, and the students’ perceptions of trust were found medium-level. When students’ perception of service quality was examined based on personal variables, only the condition of students about studying in their department willingly or not demonstrated significant difference. The students’ perceptions of trust showed significant difference based on birth places of students, age and the condition of students about studying in their department willingly or not. There was found a medium level positive directional relationship between students’ perception of service quality and students’ perceptions of trust.
Keywords : Higher education, service quality, trust, university