Effect of service quality on customer satisfaction in public entreprises providing public services an application in the Afyonkarahisar (AFJET)

The businesses in the competitive environment, whether they offer you public service or private services, they first are developing policies that they can provide customer satisfaction to distinguish themselves from the other firms which they are in competition and to obtain a respectable place in the eyes of customers, while doing so they are embarking quality and improvement efforts in their fields which they firstly provided services.Nowadays, the quest in public services has become a topic which customers have given importance. Particularly, the contemporary approaches, occuring in the management of state and the policies which these approaches lead, provide customer-focused approaches and solutions in public service businesses which as well as under state control and operated by private legal people.To ensure customer satisfaction goes to recognize customers before everthing. The businesses and organizations which know what their customers want and how they want , care about their customers? expectations and move by taking these facts into consideration while designing their products and while determining service policies.The main purpose of this study is to measure the relationship between service quality and customer satisfaction in a business which provides public service. In the context of this purpose, a survey application was made to the customers of a public service for business which provides Heat Production and Heating Service in the province of Afyonkarahisar, customer satisfaction levels were measured by evaluating survey data with the help of SERVQUAL model.