An integrated services for improvements and performance measurement methodology: An application made in İETT

The purpose of this study is to integrate "management by objectives" approach into IETT management by making use of "Balanced Scorecard" method. The study includes the significance and benefits of Balanced Scorecard and "management through objectives" approach for IETT administration, the steps carried out during the study and the results as expected by the organization. The effects of "management by objectives" on service quality are emphasized. In order to determine the score related to customer aspect which is one of the cornerstones of Balanced Score management, service quality measurement device "Servqual" method is utilized. Keywords:Service quality, Performance measurement, BSC, SERVQUAL, Management By Objectives