Investigayion of interactive tax office service quality within the scope of information logistics: A field study in Diyarbakır

Advances in information technology provide support to companies that are in tight competition conditions, while providing customers with the opportunity to access the product or service they want from anywhere through communication and developing technologies. However, the use of this opportunity and developing technology infrastructure is increasing day by day in the logistics sector; It increases the use of technological infrastructures by citizens in the planning, execution and follow-up of public services and activities. This increase directly or indirectly affects the service perception of citizens. In this thesis, the relationship between the use of information logistics systems by the public administration and the service perception of the citizens is examined. For this purpose, 392 real person taxpayers from the sample population of 8.000 were reached through a questionnaire and as a result of the correlation analysis conducted to determine whether there is a relationship between the expectations regarding information logistics and the thoughts on the service quality of the interactive tax office, the functionality expectation level, appearance and hardware quality perception, service quality There is a positiveand below avarage significant relationship between the perception of quality of service and the perception of total quality, there is a significant relationship between the user-oriented expectation level and the perception of appearance and hardware quality, there is a significiant relationship between the perception of sevice quality and the perception of total quality. It has been seen that there is a positive and moderately significant relationship between total knowledge expectation level and appearance and hardware quality perception, service quality perception and total quality perception.