Quality of service at the social security: About Yalova

Quality of public service is one of the most important expectations for citizens at last term.Public sector is expected that serves as private sector .Nowadays, it is obligation that Social Security Institution which has understanding focused on citizen serves quick and high quality social security services. In This study,is tried to define quality of service at the Social Security Institution.On the purpose of measuring expectations and perceptions of the citizens whom get service from Social Security Institution is made survey.Moreover,in this study used Servqual:A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality developed in the mid-1980s by Zeithaml, Parasuraman & Berry According to the researches,Yalova Social Securiy Institution has high service quality in despite of high expectations. Social Security Institution has some duties which are equality of opportunity,pleasure,reliability,using technology,deliberation and etc.By means of this study;Yalova Social Security Institution providing mentioned services may be approved as role model for Turkey and may be a good example suggesting for Social Security Institution Key Words: Quality of public service, quality of service, Social Security, Yalova