Perceptions of Higher Education Service Quality Among International Students at Kırklareli University: A Cross-Sectional and Descriptive Analysis Based on Demographic Variables

Abstract

In the current context of higher education, internationalization strategies necessitate a multidimensional evaluation of student satisfaction. This study aims to examine international students’ perceptions of service quality at Kırklareli University using the Higher Education Service Quality Scale (HESQUAL) in relation to demographic variables. Employing a correlational research design, data were collected during the 2024-2025 academic year from 298 international students (10.99% of the population) via convenience sampling. The construct validity of the HESQUAL scale within this sample was tested through Confirmatory Factor Analysis (CFA), and model modifications aimed at improving fit indices were reported. Findings indicate that students’ overall perception of service quality is at a moderate-to-high level (x̄= 3.44/5.00), with the highest satisfaction observed in the Administrative Management dimension (x̄= 3.63) and the lowest in Support Services (x̄= 3.03). Comparative analyses (t-test, ANOVA, Kruskal-Wallis) revealed statistically significant relationships and medium effect sizes between service quality perceptions and variables such as gender, length of stay, and income level. Notably, satisfaction was observed to decline as the length of stay in Turkey increased—a pattern discussed in relation to the “disillusionment” phase of adaptation and potential cohort effects. Given the limitations of cross-sectional data, the results highlight the critical role of support services in the integration process of international students.