A model proposal for measuring service quality of eduaction with fuzzy rule-based approach and fuzzy ranking and an application

Abstract

In today’s understanding, the universities are considered as service providers besides their institutional functions. Because the universities shape the future of the country via the services they provide, it is a necessity that their service quality must be assessed by using scientific analyses, and their service quality must be improved based on such scientific findings. The Generation Z, whose members are currently receiving university education carries unique features that distinguish them from the previous generations. When this fact is considered, it is understood that the constant research and monitoring of the learning environment of the Generation Z is important. In this study, as a result of a detailed literature search, a scale consisting of 7 dimensions and 36 indicators was developed in order to measure the higher education service quality of the Z generation. The validity and reliability tests of this scale are completed via the convergent and divergent validity analyses, Exploratory Factor Analysis (EFA), and Confirmatory Factor Analysis (CFA). Because the answers provided to the surveys reflect the personal evaluation of the participants, the Fuzzy Logic is employed, and the study is conducted by using the fuzzy modelling and fuzzy ranking. As a result of this study, the General Satisfaction Index is created, and improving recommendations are carried out based on the scores.