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ORIGINAL RESEARCH article

Front. Educ.
Sec. Higher Education
Volume 9 - 2024 | doi: 10.3389/feduc.2024.1492432
This article is part of the Research Topic Institutional Impact Measurement in Higher Education View all articles

Perceived Service Quality and Student Satisfaction: A Case Study at Khoja Akhmet Yassawi University, Kazakhstan

Provisionally accepted
Meruyert Seitova Meruyert Seitova 1Zhanar Temirbekova Zhanar Temirbekova 2Lazura Kazykhankyzy Lazura Kazykhankyzy 1Ziyoda Khalmatova Ziyoda Khalmatova 1H.Eray Çelik H.Eray Çelik 3*
  • 1 Foreign Languages Teaching Department, Ahmet Yesevi University, Turkistan, Kazakhstan
  • 2 Rectorate, Ahmet Yesevi University, Turkistan, Kazakhstan
  • 3 Statistical Information Science, Yüzüncü Yıl University, Van, Türkiye

The final, formatted version of the article will be published soon.

    The higher education sector is a dynamic and competitive environment where service quality plays a crucial role. Higher education institutions must continuously enhance their service quality in the current competitive landscape. This quantitative study examines perceived service quality's effect on student satisfaction at Khoja Akhmet Yassawi University in Kazakhstan. The study data were collected with SERVQUAL, and Covariance Structural Equation Modeling (CB-SEM) was employed to test the research hypotheses. The CB-SEM findings confirmed the impact of perceived service quality on student satisfaction. It was found that students were generally satisfied with the university facilities. The findings could assist the university, and by extension, the entire higher education industry, in improving its strategic plans to increase student satisfaction and overall institutional performance. Thus, service quality significantly impacts student satisfaction in higher education, and higher education institutions, including yours, should be aware of the dimensions of service quality that affect student satisfaction.

    Keywords: higher education, student satisfaction, SERVQUAL, CB-SEM, Kazakhstan

    Received: 06 Sep 2024; Accepted: 18 Oct 2024.

    Copyright: © 2024 Seitova, Temirbekova, Kazykhankyzy, Khalmatova and Çelik. This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) or licensor are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.

    * Correspondence: H.Eray Çelik, Statistical Information Science, Yüzüncü Yıl University, Van, Türkiye

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