Service quality in the public establishment: A research in Eskişehir

Today, service quality is an important point which is making companies more competitive. By the fact that after private sector, high service quality is also being demanded from public sector, surveys are directed to measure the service quality of public sector. Especially in organizations composed of several branches, to have the same (high) service quality among all branches is so important. Only if it happens, the service quality of the organization can be referred. Otherwise it is suspicious how effectively the actions, decided to be taken by the management, are taken among the (far away from the headquarters) brances. Beside this fact, in the last few years, there is a real progress to improve the service quality of the public offices resulting in public offices with some private companies awarded "Quality Awards" by KALDER. Anadolu University is being selected as the focus point of this survey. This survey form designed based on the original SERVQUAL Scale which is a very common tool used for measuring service quality is filled by different students. After analysing 5 dimensions of the service quality, it is found that, there are problems about fulfilling the expectations of students about service quality. Another fact found by this study is that perceived service quality is changing by gender, age and studentship experience. Beside it, 396 students participated into this survey graded the 5 dimensions of service quality according to the priority as tangibles, reliability, responsiveness, assurance and empathy. Keywords: Quality, Service Quality, SERVQUAL