Improvement of the public broadcasting service quality citizens in Turkey (Citizen) customer; Turkey Radio and Television Corporation (TRT) application

TRT is the only institution of public broadcasting in Turkey, was watching a standard broadcast policy that came into service in the first period. With the involvement of the private sector in the field of broadcasting, public broadcasting has also become a part of the competition. As of this period, the standard broadcasting policy was abandoned and an customer-centered broadcasting policy was started to be implemented for service quality as in private sector broadcasting. With the development of social media for private and public broadcasting, the series-film sector engaged in global broadcasting over the Internet has become a part of the competition. Improving the quality of service in public broadcasting has been ensured through a broadcasting policy aimed at customer expectations. In this study, customer (citizen) oriented service quality improvements of TRT are examined. The aim of this study is to reveal how TRT follows a broadcasting process in customer oriented service quality improvements. In the first part of the study; quality concept, service quality concept, service quality features and dimensions are explained. In the second part; public broadcasting in Turkey, the organization of public organization, management, describes the method applied in the quality approach to public broadcasting and public broadcasting. In the third part, the research was carried out by qualitative method. Document analysis and descriptive analysis technique were used in the analysis of the data obtained by vii qualitative research method. Resources such as documents, documents, reports and bulletins belonging to RTUK and TRT were examined by document analysis technique. 10 participants from 5 different cities serving in the administrative units of TRT were interviewed. The research data were collected through an interview form, and the data obtained were analyzed using a descriptive analysis technique. As a result of the research; It has been determined that TRT's service quality practices are customer-oriented, service quality practices are open to development, and continuous improvement and total quality management efforts are open to improvement. It is concluded that TRT is compatible with competition with other broadcasting organizations and offers a service quality that meets customer quality expectations in customer oriented service quality approach. Keywords: TRT, Television, Radio, Public Broadcasting, Quality of Service.