Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality
Yıl: 2019 Cilt: 10 Sayı: 4 Sayfa Aralığı: 885 - 901 Metin Dili: İngilizce DOI: 10.20409/berj.2019.208 İndeks Tarihi: 21-01-2020
Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality
Öz: Public services delivered by municipalities can be directly evaluated by citizensliving within the border of the services presented. The purpose of this study is tointroduce perception differences between the expectations and meeting theseexpectations of the citizens living in the service area of Ardahan Municipality and topresent suggestions to the municipal authorities. Within the scope of this purpose,SERVQUAL (Service Quality) scale was used, perception about the municipality serviceswas evaluated and service design was developed to increase the service quality of theMunicipality through the Quality Function Deployment (QFD) technique. As a result ofthe survey applied to 382 citizens living in Ardahan centrum, the biggest differencebetween perception and expectation has found out in the reliability factor with 28.92%.Tangibles factor has been possessed the lowest importance percentage with 12.42%.Examining the technical requirements, the most important requirements have beenfound out as follows: height of service banks (8.17%), increasing landscaping works(7.07%), virtual support and private telephone line application (6.8%).
Anahtar Kelime: Konular:
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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| APA | YILDIRIM K, YILDIRIM A, ÖZCAN S (2019). Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. , 885 - 901. 10.20409/berj.2019.208 |
| Chicago | YILDIRIM KÜRŞAD EMRAH,YILDIRIM ALİ,ÖZCAN Sami Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. (2019): 885 - 901. 10.20409/berj.2019.208 |
| MLA | YILDIRIM KÜRŞAD EMRAH,YILDIRIM ALİ,ÖZCAN Sami Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. , 2019, ss.885 - 901. 10.20409/berj.2019.208 |
| AMA | YILDIRIM K,YILDIRIM A,ÖZCAN S Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. . 2019; 885 - 901. 10.20409/berj.2019.208 |
| Vancouver | YILDIRIM K,YILDIRIM A,ÖZCAN S Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. . 2019; 885 - 901. 10.20409/berj.2019.208 |
| IEEE | YILDIRIM K,YILDIRIM A,ÖZCAN S "Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality." , ss.885 - 901, 2019. 10.20409/berj.2019.208 |
| ISNAD | YILDIRIM, KÜRŞAD EMRAH vd. "Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality". (2019), 885-901. https://doi.org/10.20409/berj.2019.208 |
| APA | YILDIRIM K, YILDIRIM A, ÖZCAN S (2019). Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. Business and Economics Research Journal, 10(4), 885 - 901. 10.20409/berj.2019.208 |
| Chicago | YILDIRIM KÜRŞAD EMRAH,YILDIRIM ALİ,ÖZCAN Sami Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. Business and Economics Research Journal 10, no.4 (2019): 885 - 901. 10.20409/berj.2019.208 |
| MLA | YILDIRIM KÜRŞAD EMRAH,YILDIRIM ALİ,ÖZCAN Sami Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. Business and Economics Research Journal, vol.10, no.4, 2019, ss.885 - 901. 10.20409/berj.2019.208 |
| AMA | YILDIRIM K,YILDIRIM A,ÖZCAN S Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. Business and Economics Research Journal. 2019; 10(4): 885 - 901. 10.20409/berj.2019.208 |
| Vancouver | YILDIRIM K,YILDIRIM A,ÖZCAN S Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality. Business and Economics Research Journal. 2019; 10(4): 885 - 901. 10.20409/berj.2019.208 |
| IEEE | YILDIRIM K,YILDIRIM A,ÖZCAN S "Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality." Business and Economics Research Journal, 10, ss.885 - 901, 2019. 10.20409/berj.2019.208 |
| ISNAD | YILDIRIM, KÜRŞAD EMRAH vd. "Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality". Business and Economics Research Journal 10/4 (2019), 885-901. https://doi.org/10.20409/berj.2019.208 |
