An Evaluation of Service Quality in Pre-School Education Institutions through Servqual Method: A Sample of Türkiye
Sosyoekonomi, cilt.31, sa.58, ss.125-144, 2023 (ESCI, Scopus, TRDizin)
- Yayın Türü: Makale / Tam Makale
- Cilt numarası: 31 Sayı: 58
- Basım Tarihi: 2023
- Doi Numarası: 10.17233/sosyoekonomi.2023.04.06
- Dergi Adı: Sosyoekonomi
- Derginin Tarandığı İndeksler: Emerging Sources Citation Index (ESCI), Scopus, TR DİZİN (ULAKBİM)
- Sayfa Sayıları: ss.125-144
- Açık Arşiv Koleksiyonu: AVESİS Açık Erişim Koleksiyonu
- İnönü Üniversitesi Adresli: Evet
Özet
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.