TY  - JOUR
TI  - Integrated Usage of the SERVQUAL and Quality Function Deployment Techniques in the Assessment of Public Service Quality: The Case of Ardahan Municipality
AB  - 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%).
AU  - YILDIRIM, ALİ
AU  - ÖZCAN, Sami
AU  - YILDIRIM, KÜRŞAD EMRAH
DO  - 10.20409/berj.2019.208
PY  - 2019
JO  - Business and Economics Research Journal
VL  - 10
IS  - 4
SN  - 2619-9491
SP  - 885
EP  - 901
DB  - TRDizin
UR  - http://search/yayin/detay/319155
ER  -