Eğitimde Hizmet Kalitesinin Ölçüm Metotları ve Covid-19 Süreci
Measurement Methods of Service Quality in Education and the Covid-19 Pandemic

Author(s): Bora Gündüzyelia
Subject(s): Education, Health and medicine and law
Published by: Transnational Press London
Keywords: education; service; quality; service quality;
Summary/Abstract: Service is an abstract concept with a wide range and is consumed without waiting. Because of this feature, the perception of quality towards the service received is significantly affected by the physical assets used during the provision of the service and the communication between the service recipient and the individuals providing the service. It is very difficult to define and determine the quality of service as a result of its abstract nature, complex structure and inclusion of individual communication as mentioned. The service quality of education, which covers an ongoing process in the whole life of the individual, is a difficult concept to measure for the same reasons. Constantly changing conditions bring quality to the fore in education, as in all other services. As in most developing countries, the fact that education services can be provided by private sectors in our country has brought competition, especially the conditions caused by the Covid-19 outbreak have changed the intensity and direction of competition. The pandemic process has had negative consequences in the education sector, as in all sectors. In this challenging process, the distance education system has become one of the most important solutions to ensure continuity in education and toprevent student deficiencies. On the other hand, education, whether distance or not, is a service, and as a result, the quality element is of the same complexity and importance. In the light of this information, the aim of the study is to examine the literature on the measurement methods of service quality in education. For this purpose, the concepts of service, quality and service quality, the factors that determine service quality, the dimensions of service quality and measurement methods are included in the study.

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