The evaluation of service quality with servqual method in social security institution: A practice of Kütahya Social Security Provincial directorate

The service sector has been one of the most important sectors of economic life in recent years. Service sector is utilized in different fields in every field of daily life. For this reason, one of the main factors of living a better life depends on the quality of services which has been utilized. This condition leads to the need to measure of service quality. The Social Security Institution is the largest public institution in our country that provides social security services. It addresses a very broad crowds both as an individual and as an institution and wide range of society is affected by the services offered.Therefore, it is necessary to measure the quality of services which is provided by Institution. From this point, it is aimed to measure the quality of the services offered by the institution by using Servqual service quality measurement model in this study. For this purpose, a questionnaire was applied to the persons who received social security service from the Provincial Directorate of Social Services Administration of Kütahya by using Servqual service quality scale and the expected and perceived quality of service is measured. In addition, the findings were analyzed and evaluated according to the demographic variables. According to the results, it was determined that there is a significant difference between perception and expectation levels of the service quality of the people who get service from the Institution. Although people who get the service have a high expectation levels about the services from the Institution, perception levels were found to be lower in all quality dimensions. In other words, the quality of the services provided by the Institution is perceived as low according to the service areas of the Institution and it cannot meet expectations in all quality dimensions. In addition, it is concluded that there are no meaningful difference between the expectations and perceptions of the service quality of institutional service areas according to gender and age variables and it is also concluded that there are significant differences according to education level.