The assessment of service quality effect in higher education sector on satisfaction, suggestion, and behavioral intention of university students: The case of Turkey

The number of enterprises in the service sector is increasing with time and market for expanding. Universities as higher education institutions were affected by these developments have included providing quality to their internal external stakeholders top priority. Providing a university affects satisfaction students, who are among most important stakeholders, intention suggest potential students visit after graduation. Hedperf scale was used measure at universities various different countries. construct validity investigated according student perceptions Turkey it found exploratory factor analysis (EFA) that dimensions classified into four - academic, non-academic, reputation, access. Among dimensions, effect reputation access on satisfaction, suggestion, behavioral visiting graduation determined, while non-academic dimension not determined. Service explain approximately 31% variability overall satisfaction. Access level β = .322, which more than other dimensions. It determined explained 17% “visit graduation” (β .264) University 23% “suggest students”, has strongest .367). research explores link between determines developed foreign culture.
 Received: 22 March 2022Accepted: 16 January 2023