Measuring total service quality by means of servqual analysis in service sector and a case study in the General Directorate of Security

Service is an activity or profit that is offered from one group to another group and not resulted in any ownership. In economy, service sector is a sector in which every beneficial study and activity are generated as well as concrete and bodily products.In Turkey, the duty for ensuring public security and public order is assigned to the General Directorate of Securıty under the direct supervision of the Interior Ministry. The General Directorate of Securıty serve most of the population in Turkey. The satisfaction of the people benefited from the service depends on the job pleasure and willingness of the service personel. This desire and pleasure is also releated with how much the personal expectations are satisfied. In order to understand the expectations and deficiencies, services quality introduced to personel has to be measured.The model developed by Parasuraman, Zeithaml and Berry is used to determine the job satisfaction of the General Directorate of Securıty personel. The model is based on 22 questions about the service and avarage servqual scor derived from 5 different dimension of the service quality, perceived and expected quality difference. In the light of the servqual output, it is concluded that the service quality expected by both technical personel of the General Directorate of Securityan Ankara Directorate of security is more than the existing service quality.Keywords: Service Sector, Service Quality Analysis, Quality, Servqual Analysis