Özet:

The quality of the service is assessed by comparing the customer’s expectations for that service with the level of the service they receive. Organizations that wish to satisfy their customers in terms of their services must try to fully and accurately understand their customers’ wishes and/or expectations. Providing customer satisfaction must be a non-profit and a priority for all organizations in private or public nature. This also applies to professional organizations in public nature. The aim of this study is to determine the expectations of the enterprises that are members of the Nevşehir Trade Exchange (NTB), a professional organization of public nature, and to show how the stock exchange management should meet these expectations. In accordance with these purposes, an application of Quality Function Migration (KFG) based on the Analytical Hierarchy Process (AHP) was implemented in the NTB. In the study, the enterprises that are members of the NTB have been taken as one customer, and the NTB administration is the unit that provides services. Face-to-face talks have determined members’ wishes and expectations, then these wishes and expectations have been evaluated by the stock exchange management and converted into technical characteristics that will improve the quality of the service in the current situation. Members' requests / expectations were emphasized with the help of AHP, which is one of the multi-critical decision-making methods, then the voice of the members and the proposals of the management of the stock exchange were linked within the framework of the KFG method and all the rooms of the quality house of the NTB was created. Finally, the limitations of the work were discussed and a number of recommendations for the work on this subject were developed in the future.

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