Factor analysis on service attributes of Canakkale municipality

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dc.authoridKöleoğlu, Nilay / 0000-0002-6153-719X
dc.contributor.authorGümüş, Murat
dc.contributor.authorKöleoğlu, Nilay
dc.date.accessioned2025-01-27T18:56:02Z
dc.date.available2025-01-27T18:56:02Z
dc.date.issued2002
dc.departmentÇanakkale Onsekiz Mart Üniversitesi
dc.description.abstractOwing to the customer‐oriented service endeavours, firms, either private or public, need to improve service offerings by determining the demands of their target groups. Exploring the current ratings of customer expectations and customer perceptions on specific service attributes provides a tool for management in order to improve the service quality of the firm. Within this context, this study aims at determining the current service quality level of Canakkale municipality. The research instrument was prepared by adapting SERVQUAL and SERVPERF partly. One new question was added to see the suggestions of the people for getting high quality and highly satisfying service. The instrument was carried out on 256 participants who live in Canakkale and pay their bills for the services offered to them. Overall, the quality and satisfaction levels are average. Education for managers and service personnel is the main proposal for the improvement in service quality and consumer satisfaction.
dc.identifier.doi10.1108/09544780210447483
dc.identifier.endpage375
dc.identifier.issn0954-478X
dc.identifier.issue6
dc.identifier.scopus2-s2.0-0036449940
dc.identifier.scopusqualityN/A
dc.identifier.startpage373
dc.identifier.urihttps://doi.org/10.1108/09544780210447483
dc.identifier.urihttps://hdl.handle.net/20.500.12428/12827
dc.identifier.volume14
dc.indekslendigikaynakScopus
dc.language.isoen
dc.relation.ispartofTQM Magazine
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_Scopus_20250125
dc.subjectCompetition; Cost effectiveness; Customer satisfaction; Industrial management; Investments; Marketing; Personnel training; Supervisory personnel; Consumer satisfaction; Service quality; Total quality management
dc.subjectService quality, Public utilities, Customer satisfaction, Turkey
dc.titleFactor analysis on service attributes of Canakkale municipality
dc.typeArticle

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