ABSTRACT

Services have a large share in economy and employment of the industrialized countries. Depending on this fact, the necessity of clearly defining and measuring quality of service has emerged to improve the services. Whereas traditionally giving service with a smiling face is accepted as sufficient for the customer satisfaction now it has become compulsory for the companies to intensify their researches on the customer satisfaction as service sector has become the fastest growing sector in recent years along with the increased competition.

The study has been conducted with 150 trainees that have been studying in various foreign language institutions operating in Kocaeli province and as a quality measurement; tool perception question hypothesis of SERVQUAL scale was used. The data obtained has been analyzed and trainee’s perceptions of institutions’ services were evaluated.