Performance in seervice sector with data envelopment analysis: Example of trade provincial directorates

Today, businesses should meet the customer satisfaction to continue their existence productively. This comprehension starts to dominate also service industry; it plans towards providing better service to customers, finding more quick and easy solutions for complaints and meeting the customer satisfaction. In order to increase the quality of the works and processes governed by the Arbitration Committee for Consumer that is active in 81 provinces, within the scope of this thesis, the relative events of the Arbitration Committee for Consumer(ACC) are detected and the assessment of performance is done through the output of Constant Returns to Scale(CCR), which is one of the techniques of Data Envelopment Analysis by using the data from 2017. The study concludes that 23 proviences of ACC (Ankara, Antalya, Aydın, Gümüşhane, İstanbul, Konya, Sinop etc.) are not active, 58 proviences of ACC (Adana, Çanakkale, Erzincan, Erzurum, Gaziantep, Giresun, İzmir, Kayseri, Samsun, Trabzon etc.) are not comparatively active. The country Arbitration Committees for consumers which are not active are made a suggestion to make them active.