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Bu araştırma ile, Denizli ilinde faaliyet gösteren bir kamu kurumu niteliğindeki meslek kuruluşundan hizmet alanların genel olarak meslek kuruluşlarından bekledikleri hizmet kalitesi ile deneyimlediği hizmet kalitesi arasında bir farkın olup olmadığının tespiti ile meslek kuruluşunun sunduğu hizmetlere ilişkin memnuniyet düzeylerinin belirlenmesi amaçlanmıştır. Çalışmada hizmet kalitesinin belirlenmesine yönelik ve uluslararası geçerliliği olan SERVQUAL ölçeği tercih edilmiştir. Araştırmada veriler anket yoluyla toplanmış olup çalışmada, kamu kurumu niteliğindeki bir meslek kuruluşundan hizmet alan kişilere uygulama yapılmıştır. Elde edilen bulgulara göre, meslek kuruluşunun güvenilirlik, heveslilik ve güven boyutlarıyla hizmet alıcıların beklentilerini karşıladığı görülmüştür. Fiziksel özellikler ve empati boyutlarında yer alan ifadelerde belirtilen faaliyetlerde eksikliklerin olduğu belirlenmiştir.
The purpose of this study was to determine the satisfaction level of the services provided by the professional organization in terms of determining the difference between the quality of service experienced by the professional organizations in general and the quality of service they experienced and the services provided by the professional organization in a public institution operating in the province of Denizli. The SERVQUAL scale, which has international validity, was chosen for the determination of service quality in the study. In the study, the data were collected through a questionnaire and the study was applied to the persons who received services from a vocational institution which is a public institution. According to the findings, it has been seen that the professional institution meets the expectations of the service buyers in terms of reliability, enthusiasm and confidence. It has been determined that there are deficiencies in the activities stated in the expressions in physical characteristics and empathy dimensions.
The purpose of this study was to determine the satisfaction level of the services provided by the professional organization in terms of determining the difference between the service quality experienced by the professional organizations in general and the quality of service they experienced and the services provided by the professional organization in a public institution operating in Denizli province. The SERVQUAL scale, which has international validity, was chosen for the determination of service quality in the study. In the study, the data were collected through a questionnaire and the study was applied to the persons who received services from a vocational institution which is a public institution. According to the findings, it has been seen that the professional institution meets the expectations of the service buyers in terms of reliability, enthusiasm and confidence. It has been determined that there are deficiencies in the activities stated in the expressions in physical characteristics and empathy dimensions.
Alan : Sosyal, Beşeri ve İdari Bilimler
Dergi Türü : Ulusal
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