THE EFFECT of EDUCATIONAL SERVICE MARKETING on the STUDENT'S SATISFACTION LEVEL: AN INVESTIGATION on the NECMETT?N ERBAKAN UNIVERSITY FACULTY of TOURISM

Abstract

Student satisfaction, which occurs when the expectations of the students are met or exceeded, is the short-term attitude resulting from the evaluation of a student's educational experience. As a result of determining the factors affecting the satisfaction level of the students, the effect on the satisfaction level of the marketing of the education service is investigated in this study because it is an important source for the arrangements that the universities will take. Studies that focus on student satisfaction help university administrators to make successful, long-term relationships easier to establish and maintain. In this direction, it is adapted to the training service based on the perceived question proposals of the SERVQUAL scale used in evaluating the consumers' expectations and perceptions about the services offered. The primary data were collected from 382 students attending Necmettin Erbakan University Faculty of Tourism in December 2017 by questionnaire technique. According to the results of the study; it has been determined that there is a positive relationship between the perceived quality of service and satisfaction level of education services. In the study, demographic characteristics of students and differences in perceived service quality and satisfaction levels were detected