Abstract:

This research is aimed at determining whether there is a difference between the quality of the service they expect from the professional organizations in general and the quality of the service they experience and the level of satisfaction with regard to the services offered by the professional organization. The SERVQUAL scale, which is internationally valid, has been preferred to determine the quality of the service in the study. In the study, the data was collected through the survey and in the study, the application was made to people who served from a professional organization in the nature of a public institution. According to the findings obtained, the professional organization has been shown to meet the expectations of the service buyers with the dimensions of reliability, enthusiasm and confidence. Physical characteristics and dimensions of empathy have been determined to have deficiencies in the activities indicated in the expressions.

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