Measurement of the service quality of Istanbul Metropolitan Municipality animal vaccination and treatment unit with servqual scale

This study was conducted to apply SERVQUAL model, which is used popularly in many industries, to a animal care and treatment unit in İstanbul in order to determine its service quality and quality of service perceived by animal owners. Firstly in this work, service, quality and service quality subjects are discussed in terms of providing a background to the study. Later, service quality measuremet models were discussed. In the practice part of the study, demographic characteristics of animal owners were determined with Sociodemographic Information Form and service quality of animal care and treatment unit measured with SERVQUAL model. SERVQUAL model has been made of five dimensions, which are tangibles, reliability, responsiveness, assurance and empaty. According to these five dimensions, service quality intrepreted and compared. This study was conducted between the dates of June 6- August 6 2018, with 304 animal owners, who agreed to participate in the study. After the application of the scale and questionnare, data obtained from the study was analyzed with some statistical techniques and SERVQUAL points were determined. It was found that, service quality of animal care and treatment unit is not meeting the expectations of animal owners, however service quality is very close to the animal owners expectancy.