Service quality evaluation in the school of physical education and sports: An empirical investigation of students' perceptions

Abstract

This paper aimed to evaluate the quality of the education services offered by Schools of Physical Education and Sports (SPESs) in Turkey. The service attributes in the SPESs were first identified and then, an exploratory examination was carried out. The examination revealed a four-factor structure: behavioural aspects, academic aspects, access, and academic support. Importance-performance analysis (IPA) was used to evaluate service attributes. The results showed that IPA was an appropriate instrument to measure service quality in education, and that there was a quality deficit in all aspects of the services offered to students in the SPESs. Consequently, the present study provides unique information about the service quality requirements of the SPESs in Turkey and offers a conceptual frame for policy-making administrators who evaluate service delivery.