Kamu Hizmetlerinde Kalite Mardin Adalet Sarayında Bir Araştırma

Türkçe

The term quality of service, which is essential for private sector, has become popular in public sphere in recent years. Especially considering their contribution to citizen-state integration, both meeting citizens' expectations from public enterprises and improving the quality of service are rather important. The aim of this study is to determine the extent of service quality and to measure the quality of service by using SERVQUAL scale in Mardin Courthouse. For this purpose, firstly the extent of service quality is determined by exploratory factor analysis, then the service quality scores are calculated. As a result of the analysis, the quality of service came up with a three-dimensional structur. It is determined that the citizens' expectations on quality of service are high, while their perception relating to the quality of service they have taken is middle-leveled. It is also determined that, the perceptions and expectations of the citizens relating to the service they have taken from the Mardin Courthouse do not differ according to the demographic attributes.