Özet:

In the most commonly used definitions, civil society organizations (STKs) are regarded as non-profit civil initiatives and unions. The main characteristics are that they are independent and that they have goals related to social, cultural, environmental and other social issues. On the other hand, the performance measurement of an enterprise or any organization in general means the control of whether the strategic objectives are achieved or not. When measuring the performance of NGOs, in addition to the efficiency of the organization and the efficient use of resources, it is necessary to measure the quality of the service and the satisfaction of the users of the services in order to assess the effectiveness of the services offered. In this study, the "Servqual" scale is assessed as a method that can be used to measure the quality of the services of the concerned organizations and the servqual scale is used to present research and results for various NGOs.