Evaluation of municipal service quality by DEMATEL method: Niksar Municipality example

In today's World, the most important institutions of the public sector are local administrations. Service is standard in local goverments. With the increase in human expectationsand needs in developing World conditions, the standard conditions of service is changed. The importance of service qualityhas increased for local goverments. The satisfaction of citizens who benefit from the service is been broadened. In this study, criteria for measuring the service quality of the service offered by Niksar Municipality were deetermined. Citizens opinions within the borders of Niksar Municipality were collected by questionnaire collection method. The factors that determine the quality of service have been identified . These factors were analyzed by DEMATEL method.