Evaluation of service quality based on customer satisfaction: An evalution cargo PTT

Recent changes occurred in marketing area have also caused serious changes in structures of organizations. In addition, there are many research arguing that there is effects of being public or private organization on marketing and management understanding. These changes of nowadays not only affect firms, but also affect public organizations. Especially after dominant effects of liberal economy on markets steadily, it has seen that government becomes in more supervisor role and both privatized or manages as private organizations for public organizations. Another change in marketing understanding is increase in service quality perceiving. With the help of internet and media, consumers have more opportunity to evaluate and compare products or services provided by organizations. At this stage, service quality becomes more important for both marketing and management of organizations as a competition power. In addition, understanding in public organization changes, and quality becomes more important. In literature, there are many researches on public organizations and privatization of these organizations. However, there have not been sufficient researches on service quality of public and private organizations in deed. For this reason, it is aimed in the research to examine service quality in public organizations with guidance of customer perceptions. In this respect, satisfaction levels of customers of PTT Cargo which is an organization whose sector gains importance. In the research, SERVQUAL inventory was used. The survey was applied to 246 PTT Cargo customers located in Istanbul Sultangazi. According to the results it was seen that cargo organization satisfies expectation of customers, and satisfaction level of customers does not change based on gender, education, job and income levels of customers. The results may be interpreted as firm does not have a homogeneous customer portfolio, and they have similar demographic properties. Key Words: Service Quality; Customer satisfaction; PTT Cargo.