Özet:

A fundamental strategic concern for businesses operating in the service sector is the provision of optimal services that are personalized to the needs, wants, wishes, and preferences of clients. The fundamental focus of management in firms is to raise service quality standards because doing so will increase customer satisfaction, which will then result in sustained competitive advantage. Therefore, in order to survive, maintain their ability to compete, and carry out customer satisfaction procedures, service organizations should evaluate the quality of the services they provide to the customers in order to become aware of the needs of those customers and to propose strategies for improving and promoting their service quality. Various approaches have been brought out to assess service quality in service organizations. The SERVQUAL approach, which is now being employed, is based on a genuine understanding of the customer's perception of the service quality that was supplied in comparison to the ideal circumstance. In order to evaluate the quality of a service, it is crucial to analyze and compare service providers' opinions and determine whether they are consistent with consumers' opinions. The SERVQUAL model is utilized in the current study to identify the discrepancy between expectations and perceptions of the services offered by KMT Public Road Transport, and it makes an effort to suggest some ways to narrow the discrepancy. Using the SERVQUAL methodology, the 5 SERVQUAL dimensions of tangibility, empathy, assurance, reliability, and responsiveness were investigated among 388 customers. Results show that tangibility and reliability consumer expectations are not being met across all dimensions, and there is a large discrepancy between what customers perceive and what they expect.

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