MUNICIPAL SERVICE QUALITY MEASUREMENT: AN APPLICATION IN KEÇİÖREN MUNICIPALITY

36418

Local governments are the closest units to the public and they offer a set of services in order to supply the citizens with local and common services they need. The wishes, needs, complaints of citizens should be considered and citizen satisfaction should be primary goal while these services are being rendered. This research is conducted in Keçiören Municipality which is a local government unit. Service quality is tried to determine through comparing service expectations with perceptions in Keçiören Municipality. Servqual scale which is developed by A. Parasuraman, Valerie A. Zeithaml and Leonard L. Berry is used in the research. Application is performed by making survey 360 participants. Collected datas analyzed by using various statistical methods. According to result of the study, dimensions are lined up as tangibles, assurance, empathhy, responsiveness, reliability with regard to Servqual score from high to low. Calculated Servqual score indicates that the service quality is high.

945

Service Quality , Servqual , Keçiören Municipality

Journal Of Economics an‎d Administrative Sciences

963

Journal Of Economics an‎d Administrative Sciences