EVALUATING THE QUALITY OF THE FINAL THESIS PREPARATION PROCESS: A COMBINATION OF SERVQUAL AND IMPORTANCE-PERFORMANCE ANALYSIS

Abstract

The aim of this article is to present the analysis of of the final thesis preparation process
by appling a combination of SERVQUAL and importance-performance analysis. The scores of
the parameters of tangibility, accountability, reliability, reliability, assurance and empathy were
calculated. The results showed that among the students' expectations and perceptions,
empathy has the highest gap across all the metrics and reliability has the lowest gap. Similar
results were obtained in both academic years. The importance-performance analysis (IPA)
method was used to present and analyse the results obtained. The attributes that need urgent
attention as they may lead to customer dissatisfaction were identified.These are that lecturers
should treat students equally and with respect and that the faculty should take student feedback
into account in improving the processes of preparing and defending theses