Okul Öncesi Eğitim Kurumlarında Hizmet Kalitesinin Servqual Yöntemiyle Değerlendirilmesi: Türkiye Örneği

Abstract

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.