Analysis of service quality in social service centers: Ankara case

The purpose of this research was to analyze the quality of specific services provided in social service centers (SSCs), which are the most prevalent rural institutions of the Ministry of Family and Social Services (MFSS), by considering the perspectives and evaluations of service users, service providers and service managers, in the example of four different types of SSCs operating in Ankara. The research prioritized the Family Social Support Program (ASDEP) household visits, social and economic support service, family counseling service and services for families of martyrs and veterans provided in SHMs in Yenimahalle, Altındağ, Gölbaşı and Çubuk. A mixed research methodology, with a focus on program evaluation as a type of evaluative research, was employed in the research. In the quantitative phase of the research, a service quality survey adapted for SSC services was applied through analysis conducted with service users (clients). The SERVPERF service quality measurement model was preferred for this analysis. In the qualitative phase, in-depth interviews were conducted with service providers (Deputy Directors and staff in SSCs) and service managers (Heads of department and Experts in MFSS, Staff in Ankara Provincial Directorate) and the obtained data were analyzed through content analysis. Thus, the research problem was addressed in a broader manner, allowing for the presentation of stronger evidence regarding the quality of services provided in SSCs and the dimensions of quality that require improvement. The research findings indicated that there was a high workload in SSCs and a need for the enhancement of the existing services. Additionally, the research identified the need to improve the physical characteristics of SSCs and emphasized the importance of accessibility of SSC buildings. It is revealed that the staff working in these organizations are trustworthy, sensitive and competent, and that supporting the staff through in-service training programs conducted at an adequate content and quantity, as well as establishing a harmonious working environment among the personnel, are crucial for delivering more qualified services. The research highlighted the need for a different perspective focusing on quality rather than quantity to enhance the quality of services currently provided in SSCs. It is identified that the success criteria and performance indicators determined by the MFSS create a sense of urgency among the SSC personnel, which negatively affects the service delivery. Therefore, it is concluded that transforming the legislation of social service centers into a dynamically evolving structure, in line with the current conditions, will enhance the quality of services. The research presented findings on the quality of services provided in SSCs and provided conclusions and recommendations regarding the aspects and dimensions of quality that need improvement in the services offered in these centers.