OPUS Uluslararası Toplum Araştırmaları Dergisi

Öz

In the study conducted during the COVID-19 Pandemic period, it is thought that the study may be an important touchstone with the thought that the effect of the pandemic period on service perception may be inevitable. On the other hand, the lack of studies to determine the quality of university service in a non-singular and inclusive nature in the literature and the consideration of the COVID-19 Pandemic period are other important issues. The research was carried out to determine the service quality of Turkish Universities with 494 participants who are studying or graduated from State or Foundation Universities, and it was carried out to obtain inductive findings with primary type data and quantitative methods. Service quality was measured with the SERVQUAL method and scale, which is one of the most important and accepted scales used for this purpose, and the findings were reached and concluded with statistical analysis. According to the findings of the research, it was observed that both State and Foundation Universities were not able to create satisfaction in all 22 subjects specified on the SERVQUAL scale during the COVID-19 Pandemic period. The highest issues of dissatisfaction; It has been observed that it is related to "lack of technological equipment", "trust in education services" and "the quality and quantity of employees". While the issue of “trust in educational services” is the biggest dissatisfaction issue for Foundation Universities, it has been found that “lack of technological equipment” is for State Universities. "Assurance", "Reliability" and "Empathy" factors were observed as the parameters that created the most dissatisfaction. In order to use the SERVQUAL scale used in the study, permission to use was obtained from the copyright owners and the permission of the Ethics committee was requested.