Research on sufficiency level of on-the job training in public institutions and on their impact on service quality BEDAŞ example

As a result of scientific research, purpose of this study is to observe the efficiency levels in service trainings at public organizations, and its affects to the scheduled trainings on service qualities. Due to it is not possible to include all the public organizations to this study, only BEDAŞ (Boğaziçi Elektrik Dağıtım Anonim Şirketi) is chosen as the case study. To achieve this purpose; primarily, in order to let the matter better understood, taking into account literature, some concepts on service, public service, quality, service quality and in service training have been defined. Then, under the scope of this thesis a public poll was prepared which includes 30 inquiries; and, by the poll the research was performed over 431 BEDAŞ employees. After the research, the data analysis was made by SPSS 15.0 packet program and existence of the relations among the variables was tested by chi square test. Finally it is found that BEDAŞ is inadequate in service training activities; especially, before training activities there is not any staff performance evaluations, and at the end, there is not any measurement and evaluation performed; therefore, a majority of staffs reacted this negatively; due to the inefficiency they have been mentioned that the service quality might be lowered. Under the lights of these findings, at end of our thesis a number of suggestions have been made to prevent and to increase the service qualities at public organizations.