Abstract

Growing customer demands and competitive conditions in national and international dimensions force businesses to provide quality products and services. The term “service quality”, which arised from this context, has a great importance for businesses. It is aimed to determine the expected and perceived service quality perceptions of the customers of service businesses. The implementation of the study is carried out with the students of School of Foreign Languages among the customers of Karabuk University, which is an educational institution shaping the future of the society. Along with showing how the educational activities are perceived by the students, the results of the study also include clues to shape future educational activities as it exposes what the students expect from foreign language preparatory education.