The Effect of Perceived Service Quality in Vocational Schools on Career Optimism

The main purpose of this study is to determine the level of perception of the quality of the service received by the students receiving education services in a vocational school in Sivas province and to examine the relationship and effect of these perceptions on career optimism. Vocational colleges aim to contribute to the careers of industry, trade and service sectors by developing human capital and training intermediate staff for the aforementioned sectors. In this context, the quality of services in these educational institutions and their effects on career optimism gain importance. The SERQUAL service quality scale developed by Parasuruman, Zeithaml and Berry (1985, 1988) and the Career Optimism (CE) scale, which is a sub-dimension of the Career Future scale (KARGEL) developed by Rottinghous, Day and Borgen (2005) and whose validity and reliability study was conducted by Kalafat (2012), were applied to the students studying at the Vocational School. The population of the study consists of 240 students enrolled in Vocational School. Online method was used to reach 224 students, and the analysis was continued with 217 questionnaires after removing erroneous, incomplete and invalid questionnaires. CFA analysis, multiple regression analysis, descriptive statistics, ANOVA and difference analysis for each sub-dimension were performed in the evaluation of the research data. When the results of the study are examined, the hypotheses that the sub-dimensions of perceived service quality such as Eagerness (Hypothesis 3), Trust (Hypothesis 4) and Empathy (Hypothesis 5) have a positive effect on the career optimism of associate degree students are accepted. The physical characteristics (Hypothesis 1) and reliability (Hypothesis 2) sub-dimensions, which are the other two dimensions of perceived service quality, were understood as a result of the study that did not have a significant effect on the career optimism of the students.


Service Quality, Perceived Service Quality, Career Optimism Servqual