SERVICE QUALITY AND FACTORS AFFECTING SERVICE QUALITY: CDI CASE

Abstract

Service marketing is a very broad field and education services are also included in the scope of service marketing. Educational services are not limited to services used only within the school. Dormitory needs of students are also evaluated in this context. In this study, students who are enrolled in higher education programs in Turkey and who are staying in Credit and Dormitories Institution (CDI) dormitories were tried to determine the satisfaction of their dormitory services. Trust, anger, frustration and anxiety factors were taken into account as the antecedents of service quality. The results of the service quality were examined as two separate structures: satisfaction and regret. There are 773 CDI dormitories in 81 provinces in Turkey. The research data consists of 244 students living in 7 CDI dormitories in 6 different cities. Convenience sampling method, one of the non-random sampling methods, was used to collect the data.