Directorate Population and Citizenship of the province of Kütahya measurement of the quality of service in the directorates of population of 13 districts under the province of Kütahya using the Servqual analysis

The importance of the human factor and the need for service that produced by human shave an increasing importance in the world of this year's competition. There fore, service sector is gaining an important seat in international market and studies are being done on quality improvements which is the most important factor for the development of the sector. Within the scope of this study, the topics of service, service quality, factors affecting the service quality and service quality measurement are explored. In the first chapter, the definitions for the concepts of service and quality are given while service quality terms and dimensions are being described. The organization and service mentality of General Directorate of Civil Registration and Nationality, particularly Kutahya are covered in the second part. In the third part, expected and perceived service quality are measured by questionnaire study for customer and workers in dırectorate populatıon and cıtızenshıp of the provınce of Kutahya by using scale model of Servqual service quality which is developed by Parasuraman, Zeithamland Berry. At the last chapter, thee valuation of analyzed datas are done the suggestions for increasing service quality are presented. Keywords: Service, Service Quality, Dimensions of Service Quality, Expected Quality, Perceived Quality, Servqual Scale, General Directorate of Civil Registrationand Nationality.