Service quality of state universities in Turkey: the case of Ankara

References

• Asubonteng , P. , McCleary , K.J. and Swan , J.E. 1996 . SERVQUAL revisited: A critical review of service quality . Journal of Services Marketing , 10 ( 6 ) : 62 – 81 .
   Google Scholar
• Athiyaman , A. 1997 . Linking student satisfaction and service quality perceptions: The case of university education . European Journal of Marketing , 31 ( 7 ) : 528 – 40 .
   Google Scholar
• Avdjieva , M. and Wilson , M. 2002 . Exploring the development of quality in higher education . Managing Service Quality , 12 ( 6 ) : 372 – 83 .
   Google Scholar
• Bolton , R.N. and Drew , J.H. 1991 . A multi-stage model of customers assessments of service quality and value . Journal of Consumer Research , 17 : 375 – 84 .
   Web of Science ®Google Scholar
• Büyüköztürk , Ş. 2002 . Faktör Analizi: Temel Kavramlar ve Ölçek Geliştirmede Kullanımı . Journal of Educational Administration – Theory and Practice , 8 ( 32 ) : 470 – 83 .
   Google Scholar
• Carman , J.M. 1990 . Consumer perceptions of service quality: An assessment of SERVQUAL Dimensions . Journal of Retailing , 66 ( 1 ) : 33 – 5 .
   Web of Science ®Google Scholar
• Coates , H. 2005 . The value of student engagement for higher education quality assurance . Quality in Higher Education , 11 ( 1 ) : 25 – 36 .
   Google Scholar
• Council of Higher Education (CHE) . 2007 . Strategy of Turkey's higher education . Ankara : Yüksek Öğretim Kurulu .
   Google Scholar
• Council of Higher Education (CHE) . 2009 . National report of Turkey: 2007–2009 . Ankara : Yüksek Öğretim Kurulu .
   Google Scholar
• Cronin , J.J. and Taylor , S.A. 1994 . SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality . Journal of Marketing , 58 : 125 – 31 .
   Web of Science ®Google Scholar
• Damme , D. 2001 . Quality issues in the internationalization of higher education . Higher Education , 41 ( 4 ) : 415 – 41 .
   Web of Science ®Google Scholar
• Daniel , J. , A. Kanwar , and S. Uvalic-Trumbic . 2009 . Breaking higher education's iron triangle: Access, cost and quality . Change 41 , no. 2 : 30 – 5 . doi: doi: 10.3200/CHNG.41.2.30-35 .
   Google Scholar
• Dotchin , J.A. and Oakland , J.S. 1994 . Total quality management in services: Service quality . International Journal of Quality & Reliability Management , 11 ( 4 ) : 6 – 28 .
   Google Scholar
• Edstrom , K. 2008 . Doing course evaluations as if learning matters most . Higher Education Research and Development , 27 ( 2 ) : 95 – 106 .
   Web of Science ®Google Scholar
• Fjortoft , N.F. and Lee , M.W. 1994 . Developing and testing a model of professional commitment . The American Journal of Pharmaceutical Education , 58 ( 4 ) : 370 – 78 .
   Google Scholar
• Greenberg , J. 1996 . The quest for justice on the job: Essays and experiments , Thousand Oaks, CA : Sage Publications .
   Google Scholar
• Gronroos , C. 1983 . Strategic management and marketing in the service sector , Cambridge : Marketing Science Institute Publishing .
   Google Scholar
• Heck , R.H. and Johnsrud , L.K. 2000 . Administrative effectiveness in higher education: Improving assessment procedures . Research in Higher Education , 41 ( 5 ) : 663 – 85 .
   Google Scholar
• Higgs , B. , Polonsky , M.S. and Hollick , M. 2005 . Measuring expectations: Forecast ideal expectations. Does it really matter? . Journal of Retailing and Customer Services , 12 ( 1 ) : 49 – 64 .
   Google Scholar
• Hill , Y. , Lomas , L. and MacGregor , J. 2003 . Students' perceptions of quality in higher education . Quality Assurance in Education , 11 ( 1 ) : 15 – 20 .
   Google Scholar
• Holdford , D. and Reinders , T.P. 2001 . Development of an instrument to assess student perceptions of the quality of pharmaceutical education . American Journal of Pharmaceutical Education , 65 : 125 – 31 .
   Google Scholar
• Johnstone , D.B. 2004 . Economics and politics of cost sharing in higher education: Comparative perspective . Economics of Education Review , 20 ( 4 ) : 403 – 10 .
   Google Scholar
• Kitchroen , K. 2004 . Literature review: Service quality in educational institutions . ABAC Journal , 24 ( 2 ) : 14 – 25 .
   Google Scholar
• Lewis , B.R. and Mitchell , V.W. 1990 . Defining and measuring the quality of customer service . Marketing Intelligence and Planning , 8 ( 6 ) : 11 – 17 .
   Google Scholar
• Mayer , R.C. , Davis , J.H. and Schoorman , F.D. 1995 . An integrative model of organizational trust . The Academy of Management Review , 20 : 709 – 34 .
   Web of Science ®Google Scholar
• McAlexander , J.H. , Kaldenberg , D.O. and Koenig , H.F. 1994 . Service quality measurement: Examination of dental practices sheds more light on the relationships between service quality, satisfaction, and purchase intentions in a health care setting . Journal of Health Care Marketing , 14 : 34 – 40 .
   PubMedGoogle Scholar
• McColl , R. , Callaghan , B. and Palmer , A. 1998 . Services marketing: A managerial perspective , Sydney : McGraw-Hill Publications .
   Google Scholar
• McMillan , J.H. and Schumacher , S. 2006 . Research in education: Evidence based inquiry , Boston, MA : Brown and Company .
   Google Scholar
• Nunnally , L. 1978 . Psychometric theory , New York : McGraw-Hill Publishing .
   Google Scholar
• OECD . 2000 . Investing in education . Retrieved from http://www.oecd.org/bookshop .
   Google Scholar
• OECD . 2006 . Education at a glance: OECD indicators . Retrieved from http://www.oecd.org/bookshop .
   Google Scholar
• Palmer , A. 2001 . Principles of service marketing , Berkshire : McGraw-Hill Publications .
   Google Scholar
• Parasuraman , A. , Zeithaml , V.A. and Berry , L.L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. 1988 . Servqual: A multiple item scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 12 – 40 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. 1991 . Refinement and reassessment of the SERVQUAL scale . The Journal of Retailing , 67 : 420 – 50 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. 1994 . Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research . Journal of Marketing , 58 ( 1 ) : 111 – 24 .
   Web of Science ®Google Scholar
• Patil , A.S. and Pudlowski , Z.J. 2005 . Important issues of the accreditation and quality assurance and a strategy in the development of an accreditation framework for engineering courses . Global Journal of Engineering Education , 9 ( 1 ) : 49 – 58 .
   Google Scholar
• Pillai , R. , Schriesheim , C.A. and Wiliams , E.S. 1999 . Fairness perceptions and trust as mediators for transformational and transactional leadership: A two sample study . Journal of Management , 25 ( 6 ) : 897 – 933 .
   Web of Science ®Google Scholar
• Pozo-Munoz , C. , Rebelloso , P.E. and Fernandez , B. 2000 . The “ideal teacher”. Implications for student evaluation of teacher effectiveness . Assessment & Evaluation in Higher Education , 25 ( 3 ) : 253 – 63 .
   Google Scholar
• Quester , P. and Romaniuk , S. 1997 . Service quality in the Australian advertising industry: A methodological study . Journal of Services Marketing , 11 : 180 – 92 .
   Google Scholar
• Robinson , S. 1999 . Measuring service quality: Current thinking and future requirements . Marketing Intelligence & Planning , 17 ( 1 ) : 21 – 32 .
   Google Scholar
• Rust , R.T. and Oliver , R.L. 1994 . “ Service quality: Insights and managerial implications from the frontier ” . In Service quality: New directions in theory and practice , Edited by: Rust , R.T. and Oliver , R.L. 1 – 19 . Thousand Oaks, CA : Sage Publications .
   Google Scholar
• Sakarya , C. 2006 . The measurement of the quality of the services towards the students in higher education: A research on the students of the Faculty of Economical and Administrative Scinces of Akdeniz Universty . Unpublished doctoral dissertation, Akdeniz Üniversitesi, Sosyal Bilimler Enstitüsü, Antalya .
   Google Scholar
• Sarbu , R. , Ilie , G. , Enache , C. and Dumitriu , D. 2009 . The quality of educational services in higher education – Assurance management or excellence? . Quality Management in Services , 11 ( 26 ) : 383 – 92 .
   Google Scholar
• Segev , E. , Raveh , A. and ve Farjoun , M. 1999 . Conceptual maps of the leading MBA programs in the United States: Core courses, concentration areas and the ranking of the school . Strategic Management Journal , 20 ( 6 ) : 549 – 65 .
   Web of Science ®Google Scholar
• Sotirakou , T. 2004 . Coping with conflict within the Entrepreneurial University: Threat or challenge for heads of departments in UK higher education contents . International Review of Administrative Sciences , 70 ( 2 ) : 345 – 72 .
   Web of Science ®Google Scholar
• Spencer , R. 1991 . After the registration revolution . College and University , 66 ( 4 ) : 209 – 12 .
   Google Scholar
• State Planning Organization (STP) . 2000 . Report of Higher Education Commission . Ankara : Başbakanlık Yayınları .
   Google Scholar
• State Planning Organization (STP) . 2005 . Report of Higher Education Commission . Ankara : Başbakanlık Yayınları .
   Google Scholar
• Tan , K.C. and Sei , W.K. 2004 . Service quality in higher education using an enhanced SERVQUAL approach . Quality in Higher Education , 10 ( 1 ) : 17 – 24 .
   Google Scholar
• Tilak , J.B.G. 2004 . Higher education and development in Kerala . Indian Journal of Social and Economic Policy , 1 ( 1 ) : 61 – 86 .
   Google Scholar
• UNESCO . 1998 . Higher education in the twenty-first century: Vision and action . World conference on hıgher educatıon. Retrieved from http://www.unesco.org/education/educprog/wche/declaration_eng.htm#worlddeclaration
   Google Scholar
• Voss , R. , Gruber , T. and Szmigin , I. 2007 . Service quality in higher education: The role of student expectations . Journal of Business Research , 60 ( 9 ) : 949 – 59 .
   Web of Science ®Google Scholar
• Wisniewski , M. and Donnelly , M. 1996 . Measuring service quality in the public sector: The potential for SERVQUAL . Total Quality Management , 7 ( 4 ) : 357 – 65 .
   Web of Science ®Google Scholar
• Zeithaml , V.A. and Bitner , M.J. 2003 . Services marketing: Integrating customer focus across the firm , New York : McGraw-Hill Publishing .
   Google Scholar