THE MEASUREMENT OF SERVICE QUALITY IN MUNICIPALITIES BY SERVQUAL ANALYSIS: A CASE STUDY IN ESKIÅžEHIR MUNICIPALITIES

Zeynep Filiz, Veysel Yilmaz and Ceren Yagızer ()
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Ceren Yagızer: Eskisehir Osmangazi University

Anadolu University Journal of Social Sciences, 2010, vol. 10, issue 3, 59-76

Abstract: Because of its main characteristics like intangibility, inseparability, heterogenetiy and perishabilty, it is quite hard to understand describe and measure the service quality of municipalities. However, a number of methods for measuring service quality in the application have been developed in recent years. In this study, SERVQUAL method, one at such developed methods, is used to measure the quality of municipalities service and the difference between expected service and perceived performance for the people living in the city of Eskişehir with the municipalities services was investigated. The evaluation tool was applied to 157 units residing within the boundaries of Odunpazarı Municipality and to 120 units for Tepebaşı Municipality. On the applied surveys, the units were required to evaluate their own municipaties and Eskişehir Metropolitan Municipality. As a result of the study it is revealed that the people who evaluated the Metropolitan Municipality had greater numbers of service quality scores. In addition, the people living in the city of Eskişehir have given most of the importance to dimensions of respons ibility as of quality dimensions. When compared with each other, the perceived service quality scores on quality dimensions are higher in “Culture†dimension for Metropolitan Municipality, while they are higher in “Cleaning†dimension for Odunpazarı and Tepebaşı Municipalities.

Keywords: Municipality; Servqual; Municipality of Service Quality; EskiÅŸehir (search for similar items in EconPapers)
JEL-codes: C10 C13 C83 (search for similar items in EconPapers)
Date: 2010
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