Evaluation of institution management and service quality of youth centrs in Turkey

In this study, the perceived quality of service of the Youth Centers affiliated to the Ministry of Youth and Sports was examined. For this purpose, the physical environment, interaction and output quality dimensions of Youth Centers were examined according to the perceptions of members. The research has been conducted with mixed method. The research universe in the quantitative section constitutes 1200 members in 7 centers (Elazığ, Diyarbakır, Antalya, Denizli, Nevşehir, Bursa, Samsun) in Turkey. In this context, 715 members were taken to the sample of the researcher. In the qualitative part, 23 volunteer participants were included in the study. Quantitative data were collected with a 45-item Scale of The Perceived Service Quality Scale for youth Centers and personal information form. Qualitative data were collected through a semi-structured interview form with five questions. In the analysis of quantitative data, t test, one way ANOVA, percent, frequency and Scheffe test techniques were used. Content analysis method was applied in the analysis of qualitative data. According to the quantitative findings obtained from research data; The perception of the physical environment and the interaction quality of youth center members are differ in term of age variable and the perceptions of output quality of youth center members differ significantly in terms of education status. According to qualitative findings, physical environment quality is was generally perceived as inadequate. Interaction quality was perceived as positive. Output quality was perceived at the level of providing personal, social and academic contributions to the participants. Keywords: Youth, Service Quality, Institution Management, Youth Center, Mixed Method