Özet:

Under today's competitive conditions, providing the service quality provided by service businesses at an expected level and holding customers and ensure customer satisfaction are very important topics for the companies. This situation is even more important in the public sector. Because public benefit is more prominent in the public sector, whose primary objective is to provide publicly-needed services rather than profitability. For this reason, keeping the quality of service of the public service enterprises at the expected level and obtaining the customer satisfaction is more important both in the present social welfare state understanding and the public service understanding. The decline in service quality, and therefore the lack of customer expectations, will also lead to a complaints mechanism, which will drive the complaints management practices of the businesses. Customer complaints management performance is directly proportional to customer satisfaction in the public service sector, which is mainly aimed at the public sector. Public enterprises that successfully implement complaints assessment and management will ensure both public satisfaction and customer satisfaction so that they will fulfill public duties and will be productive for businesses. In this study, it is aimed to investigate the effect of complaints management and complaints management performance to customer satisfaction in Metro Istanbul A.S., which is a public service in the public transportation sector. 

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