The measurement of service quality in directorates of land registry by servqual analysis: A case study in Altındağ, Çankaya, Etimesgut, Keçiören, Mamak and Sincan directorates of land registry

ABSTRACT THE MEASUREMENT OF SERVICE QUALITY IN DIRECTORATES OF LAND REGISTRY BY SERVQUAL ANALYSIS: A CASE STUDY IN ALTINDAĞ, ÇANKAYA, ETİMESGUT, KEÇİÖREN, MAMAK AND SİNCAN DIRECTORATES OF LAND REGISTRY SAYGI, Hayati Master's Thesis, Department of Business Administration Thesis Advisor:Assistant Professor Doctor Cengiz DURAN June, 2014, 125 pages Service sector has lead to development of a lot of sectors which is major issue in the international economy.So,Exact definition and evaluation requirements are occured for the development of service quality. The topics of service, service quality, factors affecting the service quality and service quality measurement are investigated in this study. Service, Quality, Service quality terms and dimensions are described in the first part of this study.The organization and service mentality of directorate of land registry are described in the second part of this study.In the third part of this study,Expected and perceived service quality are measured by questionnaire study for customer and workers in the Altındağ , Çankaya, Etimesgut, Keçiören, Mamak and Sincan Directorates of Land Registers and used by scale model of Servqual service quality which is developed by Parasuraman, Zeithaml and Berry. After that, obtained evidences of result of statistical analysis are evaluated. Key Words: Service, Service Quality, Dimensions of Service Quality, Expected Quality, Perceived Quality, Servqual Scale.