Evaluation of Service Quality with SERVQUAL-ENTROPY Integrated Method: Application of Eskisehir Metropolitan Municipality

English (OpenAlex)

This study aims to measure the quality of public services provided by Eskişehir Metropolitan Municipality by using the SERVQUAL measurement model and the Entropy method together. The study examines citizens' perceptions of the services provided by Eskişehir Metropolitan Municipality and supports the results by analyzing the extent to which citizens' expectations are met and the difference between expectations and perceptions in terms of service quality using the Entropy method. An integrated approach provides certainty in identifying strategic priority areas for the municipality. The research surveyed 1,158 citizens who received services from Eskişehir Metropolitan Municipality. The results show that most of the quality deficiencies are related to parking, transport, traffic, regulations and resource use. The study combines subjective perception with data-driven analysis. It thus contributes to the literature with a hybrid methodology that increases the robustness of municipal service evaluations. The study aims to provide strategic recommendations to improve the quality of municipal services and increase citizen satisfaction.